Support Engineer -Payments

Tekskills Inc.; Dadri; Hybrid; INR 600,000 - 1,000,000; Full time

Job summary

Tekskills Inc. is seeking a Support Engineer to collaborate with Finance, Software, and Product teams to investigate charges, refunds, and payouts. You will prioritize requests, analyze log data, and drive root-cause determinations across multi-system workflows.

You will triage issues, communicate progress to stakeholders, and propose improvements to data handling, testing, and operations within a microservices architecture. Strong SQL, log analysis, and scripting are essential.

Qualifications

• Strong SQL skills and deep data-model understanding.
• Experience analyzing log files and tracking issues in a ticketing system.
• Familiarity with command line tools and scripting (Python, Perl, PHP, Bash).
• Experience with Jira and spreadsheet tools; capable of data extraction and reporting.
• Ability to troubleshoot complex financial/intake processes across systems.

Responsibilities

• Prioritize and manage incoming support requests independently.
• Analyze issues to identify root causes and track progress in ticketing system.
• Communicate with stakeholders including Finance, Software, and Product teams.
• Triage and investigate issues, propose long- and short-term improvements to business logic and procedures.

Skills

SQL

Log analysis

CLI

Scripting (Python)

Jira

Excel

Troubleshooting

Cross-functional

Data analysis

Monitoring

API events

Java

ELK stack

Grafana

Jaeger

Education

Engineering degree (B.E./B.Tech/MCA/MTech)

Tools

Jira

ELK stack

Grafana

Jaeger

Job description

Responsibilities :

The support engineer supports tech and product teams with investigations into issues around charges, refunds and payouts.

The support engineer will:

• Independently prioritize and manage incoming work and support requests.
• Analyze issues to identify root causes and track progress in the ticketing system.
• Keep stakeholders informed and maintain awareness of ongoing issues.

They communicate directly with stakeholders, often operational specialists in the Finance department, Software developers and Product managers. They have excellent analytical skills and enjoy the challenge of getting to the root of inconsistencies in financial information that require investigation into multiple systems, databases, and log files.

The support engineer provides a first line of support and can triage issues reported by different stakeholders. They analyze complex financial processes that are executed by a range of systems in a microservices architecture. As a result of their investigation, they identify short- and long-term improvements to business logic, testing and operational procedures.

Must have skills.

• Excellent SQL knowledge and deep understanding of data models.
• Experience analyzing log files.
• Experience with command line tools.
• Knowledge of at least one scripting language (Python, Perl, PHP, Bash, .).
• Experience with ticketing systems, preferably Jira.
• Proficient working with spreadsheets and other office tools.
• System troubleshooting to resolve errors
• Cross functional awareness about QA , Dev & Product to bridge the gap and facilitate smoother collaboration
• Ability to analyze data and produce the required data outcome
• Knowledge about system monitoring & alerting framework
• Experience with API or Event Drive event architecture.

Nice to have Skills

• Knowledge in one programming knowledge e.g. Java
• Past experience using ELK, Grafana , Jaeger etc is a plus
• Experience in working application handling PCI & PII data
• Worked as Software Engineer or QA in past
• Knowledge about Jmeter and performance/load test

Personality

• Excellent analytical skills.
• Good verbal and written communication in English.
• Able to independently prioritize work, investigate and reach out for support from various people in the business.
• Able to independently manage stakeholders relations.
• Flexible in the type of work they take on and adaptable to changing circumstances. A good listener with the ability to empathize with stakeholder concerns.

Preferred experience

• 4+ Years in a technical role (Systems analyst, Operations analyst, Quality engineer, Business analyst).
• 2+ Years experience working in Payments, FinTech and or financial accounting. 1+ years’ experience working as a support engineer.
• Education background with one of the Engineering Degree MCA/MTech///B.tech/B.E.

Key relationships

• Product managers.
• Payment operations specialists.
• Software developers.
• Finance specialists.

Growth paths

• Software developer.
• Quality engineer.