Tech Support Engineer - I

ZET; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

ZET in Bengaluru seeks a Senior Tech Support professional to review API logs, diagnose root causes, and differentiate product, integration, and partner-side issues. You will reproduce issues, escalate with full context, and own tickets until resolution.

The role requires 12 years of experience, strong API knowledge, Postman, MySQL basics, and fluent English and Hindi. You will translate technical findings for customers and maintain documentation of recurring problems.

Qualifications

• 12 years of experience in tech support or similar.
• Strong API knowledge, request/response cycles, HTTP error codes, and API logs.
• Hands-on experience with API log analysis, error tracing, and request/response debugging.
• Familiarity with Postman or similar API testing tools.
• Basic knowledge of MySQL/SQL queries (SELECT, WHERE, JOIN).
• Fluent in English and Hindi, both written and spoken.
• Strong problem-solving, analytical and written communication skills.

Responsibilities

• Review and analyse API logs to identify the root cause of customer issues.
• Differentiate between product, integration, and bank partner-side issues and reproduce issues wherever possible.
• Identify whether issues need to be escalated to Engineering, Bank Partners, or resolved through customer guidance.
• Provide complete technical context while escalating and own the ticket until resolution.
• Respond to customer queries through email/ticketing systems in a clear and professional manner.
• Translate technical findings into simple, customer-friendly language and provide appropriate troubleshooting steps.
• Develop a strong understanding of product features, workflows, APIs, and integrations.
• Identify recurring issues and maintain documentation of common issues and solutions.
• Write and execute basic SQL queries such as SELECT, WHERE, and JOIN for data verification.
• Use queries, logs, and audit trails to support customer and transaction-related investigations.

Skills

API logs

Error tracing

Postman

SQL queries

HTTP codes

Debugging

Communication

English fluency

Hindi fluency

Independent work

Tools

Postman

API testing

Job description

Responsibilities

Issue Diagnosis & Analysis

• Review and analyse API logs to identify the root cause of customer issues.
• Differentiate between product, integration, and bank partner-side issues and reproduce issues wherever possible.

Intelligent Escalation & Routing

• Identify whether issues need to be escalated to Engineering, Bank Partners, or resolved through customer guidance.
• Provide complete technical context while escalating and own the ticket until resolution.

Customer Communication

• Respond to customer queries through email/ticketing systems in a clear and professional manner.
• Translate technical findings into simple, customer-friendly language and provide appropriate troubleshooting steps.

Product & Flow Knowledge

• Develop a strong understanding of product features, workflows, APIs, and integrations.
• Identify recurring issues and maintain documentation of common issues and solutions.

MySQL Query Basics

• Write and execute basic SQL queries such as SELECT, WHERE, and JOIN for data verification.
• Use queries, logs, and audit trails to support customer and transaction-related investigations.

Requirements

• 12 years of experience in Tech Support, Customer Success, or a similar technical role.
• Technical knowledge of APIs, request/response cycles, HTTP error codes, and API logs.
• Hands-on experience with API log analysis, error tracing, and request/response debugging.
• Familiarity with Postman or similar API testing tools.
• Basic knowledge of MySQL/SQL queries such as SELECT, WHERE, and JOIN.
• Fluent in Hindi and English, both written and verbal.
• Strong problem-solving, analytical, and written communication skills.
• Ability to work independently, identify the right escalation path, and own issues till closure.
• Customer-focused with strong attention to detail and follow-up skills.
• Good to have: Experience in fintech, financial APIs, banking, payments, or regional languages.