Tech Support Engineer

Goodfit; India; On-site; INR 502,000 - 837,000; Full time

Job summary

Goodfit is seeking a technically adept customer support professional for the Loan Management product in India. You will analyze logs, debug issues, and coordinate with internal teams to resolve problems.

The role requires explaining product features clearly and assisting customers with configuration, usage, and issue resolution. You will write and execute MySQL queries, understand database structures, test APIs, and support release activities.

Qualifications

• Proficient in SQL and MySQL basics: select, joins, filters, aggregation.
• Ability to read logs and troubleshoot errors.
• Experience explaining product features and workflows to customers.
• Hands-on with APIs and web services testing concepts.
• Customer-focused attitude with ownership in issue resolution.

Responsibilities

• Provide technical and functional support for the Loan Management product.
• Analyze application logs, identify root causes, debug errors, coordinate with internal teams.
• Explain product features and best practices clearly to customers.
• Assist customers with product usage, configuration, and issue resolution.
• Write and run MySQL queries to fetch, validate and analyze data.
• Understand relational databases and data retrieval in MySQL.
• Test web services and APIs for third-party integrations.
• Support build and release activities for every sprint and deployments.
• Prepare support documentation and product feature notes.
• Maintain communication with customers and ensure timely follow-up.
• Collaborate with product, development, QA and implementation teams to resolve issues.

Skills

SQL & MySQL

API testing

Log analysis

Clear communication

Root cause analysis

Education

Bachelor's degree in CS/IT/Engineering

Tools

Postman

Job description

Key Responsibilities

• Provide technical and functional support to customers using the Loan Management product.




• Analyze application logs, identify root causes, debug errors, and coordinate with internal teams for resolution.




• Understand customer workflows and explain product features, functionalities, and best practices clearly.




• Assist customers by handholding them through product usage, configuration, and issue resolution.




• Write and execute MySQL queries to fetch, validate, and analyze data for customer support and troubleshooting.




• Understand how data is stored, structured, and retrieved from relational databases such as MySQL.




• Test web services and APIs exposed for third-party integrations and ensure integration scenarios work as expected.




• Support build and release activities for every sprint, including preparing release packages and coordinating deployments to customers.




• Write reports, prepare support documentation, and document product features, workflows, and known issues.




• Track issues, maintain proper communication with customers, and ensure timely follow-up until closure.




• Collaborate with product, development, QA, and implementation teams to resolve issues and improve product quality.

Required Skills

• Strong fundamentals of SQL and MySQL, including writing select queries, joins, filters, and basic aggregation queries.




• Basic understanding of relational database concepts such as tables, keys, relationships, indexes, and data storage.




• Ability to read and analyze application logs to identify errors and troubleshoot issues.




• Understanding of web services, REST APIs, request and response formats, and API testing concepts.




• Good analytical, debugging, and problem-solving skills.




• Ability to understand software product workflows and explain them to customers in a simple manner.




• Good written and verbal communication skills.




• Ability to prepare technical documentation, support notes, reports, and user-facing explanations.




• Customer-focused attitude with patience and ownership in resolving support issues.

Good to Have

• Experience supporting fintech, lending, banking, NBFC, or Loan Management software products.




• Exposure to software release processes, sprint-based delivery, versioning, and deployment coordination.




• Hands-on experience with API testing tools such as Postman or similar tools.




• Basic understanding of Linux commands, server logs, and application deployment environments.




• Experience working with ticketing systems and maintaining support SLAs.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.




• 1-2 years of experience in product support, technical support, application support, implementation support, or related roles.




• Prior experience working with databases, logs, APIs, and customer-facing technical support is preferred.