Technical Support Engineer

CodeGama; Bengaluru; On-site; INR 700,000 - 900,000; Full time

Job summary

CodeGama is seeking a proactive Technical Support Engineer to support a 24×7 fintech payment platform. You will investigate, troubleshoot, and resolve complex issues across frontend, backend, API, and database layers, coordinating with product, engineering, and operations teams.

The role requires strong debugging skills, familiarity with REST APIs, and the ability to communicate technical updates to clients and internal teams.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2–5 years of experience in Technical Support, Production Support, or Software Engineering.
• Experience supporting production web applications is preferred.

Responsibilities

• Investigate and resolve technical issues escalated by the support team.
• Provide technical support on a rotational shift basis to ensure timely issue resolution.
• Debug application issues across frontend, backend, database, and API layers.
• Analyze application logs and identify the root cause of incidents.
• Troubleshoot API requests, webhook failures, authentication issues, and integration problems.
• Write SQL queries to investigate data-related issues and perform data validation where required.
• Coordinate with developers for issues requiring code changes and provide detailed findings.
• Communicate technical updates and resolutions to clients in a professional manner.
• Monitor production systems and respond to critical incidents.
• Perform health checks on applications, services, queues, and databases.
• Document recurring issues, root cause analyses (RCA), and troubleshooting procedures.
• Verify fixes before deployment and perform post-deployment validation.
• Collaborate with product, engineering, and operations teams to improve platform stability and support processes.

Skills

Node.js

Express.js

REST APIs

JWT/OAuth/API Keys

React.js

JavaScript

HTML/CSS

Git

Linux command line

Education

Bachelor's degree in Computer Science/IT or related

Tools

Laravel

MySQL

Postman

Docker

AWS

Job description

Job Description – Technical Support EngineerPosition-Technical Support EngineerEmployment Type

Full-time

About the Role

We are looking for a proactive and technically skilled Technical Support Engineer to support our 24×7 fintech/payment platform. In this role, you will work closely with our operations/support team to investigate, troubleshoot, and resolve technical issues reported by clients and internal support teams.

The ideal candidate should have hands-on experience with backend and frontend technologies, strong debugging skills, and the ability to communicate technical issues effectively with both internal teams and external clients.

Key Responsibilities

• Investigate and resolve technical issues escalated by the support team.
• Provide technical support on a rotational shift basis to ensure timely issue resolution.
• Debug application issues across frontend, backend, database, and API layers.
• Analyze application logs and identify the root cause of incidents.
• Troubleshoot API requests, webhook failures, authentication issues, and integration problems.
• Write SQL queries to investigate data-related issues and perform data validation where required.
• Coordinate with developers for issues requiring code changes and provide detailed findings.
• Communicate technical updates and resolutions to clients in a professional manner.
• Monitor production systems and respond to critical incidents.
• Perform health checks on applications, services, queues, and databases.
• Document recurring issues, root cause analyses (RCA), and troubleshooting procedures.
• Verify fixes before deployment and perform post-deployment validation.
• Collaborate with product, engineering, and operations teams to improve platform stability and support processes.

Required SkillsBackend

• Strong knowledge of Node.js
• Good understanding of Express.js
• Experience with REST APIs
• Understanding of authentication mechanisms (JWT, OAuth, API Keys)

Frontend

• Good knowledge of React.js
• Basic understanding of JavaScript, HTML, and CSS
• Ability to debug browser-side issues using developer tools

PHP

• Working knowledge of Laravel
• Understanding of Laravel routing, controllers, middleware, queues, and logging

Database

• Strong SQL knowledge
• Experience with MySQL
• Ability to write complex SELECT queries, JOINs, UPDATE statements, and troubleshoot database issues

Debugging & Monitoring

• Log analysis
• API debugging using Postman or similar tools
• Browser Developer Tools
• Git basics
• Linux command line
• Process monitoring and basic server troubleshooting
• Understanding of HTTP status codes and networking concepts

Preferred Skills

• Experience with payment gateways or fintech products.
• Familiarity with Redis, queues, or background job processing.
• Knowledge of Docker.
• Experience with AWS or other cloud platforms.
• Understanding of webhooks and third-party API integrations.
• Familiarity with monitoring and logging tools.

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication.
• Ability to communicate technical issues to non-technical stakeholders.
• Ability to work under pressure during production incidents.
• Good ownership and accountability.
• Strong attention to detail.
• Willingness to work in rotational shifts and provide production support.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2–5 years of experience in Technical Support, Production Support, or Software Engineering.
• Experience supporting production web applications is preferred.

What You'll Be Working On

• Production issue investigation and resolution
• Client-reported technical queries
• Payment and transaction troubleshooting
• API integration support
• Database investigations
• Webhook debugging
• Production monitoring
• Root Cause Analysis (RCA)
• Cross-team coordination with Engineering and Operations

Success Metrics

• Resolution of technical issues within defined SLAs.
• High client satisfaction through effective technical communication.
• Accurate root cause identification and documentation.
• Reduced incident recurrence through proactive problem solving.
• Timely escalation and coordination for critical production issues.