Technical Support Engineer QA

geidea; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

Geidea in Bengaluru is seeking a Technical Support Engineer QA to deliver effective technical assistance for POS solutions, diagnose issues, monitor system performance, manage configurations and deployments, and ensure reliable service and a great customer experience.

You will be the primary contact for clients, perform initial troubleshooting for POS and integration issues, manage device setup, firmware updates, and remote rollouts, monitor services, produce reports, and coordinate with Jira

Qualifications

• 0–2 years in Technical Support or related roles.
• Bachelor’s degree in computer science, computer engineering, information technology, or related field.
• Proficient with Microsoft Excel, Word, and PowerPoint; able to perform data analysis with Pivot Tables and VLOOKUP/XLOOKUP.
• Basic understanding of troubleshooting methodologies, incident management, and Jira.
• Good communication, analytical, problem-solving, and stakeholder coordination skills.
• Knowledge of Power BI for data visualization and reporting.

Responsibilities

• Serve as the first point of contact for clients and merchants, providing technical support for POS-related queries and issues.
• Perform initial troubleshooting for POS, ECR integration, terminal configuration, connectivity, and transaction issues.
• Manage POS device setup, configuration, software deployment, firmware updates, and remote rollouts.
• Monitor production services, POS performance, and iPing to identify anomalies and coordinate resolutions.
• Maintain test environment and supporting services for testing and recovery activities.
• Prepare periodic operational and performance reports covering transactions, speeds, approvals, POS brands, and versions.
• Manage production issues and customer complaints via Jira and coordinate with teams for timely closure.

Skills

Communication skills

Analytical thinking

Problem solving

Stakeholder coordination

Education

Bachelor's degree in CS/CE/IT

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Jira

Power BI

Pivot Tables

VLOOKUP/XLOOKUP

Charts

MIS/operational reports

Job description

Geidea Established in 2008, Geidea epitomizes customer focused empowerment and commercial success through continuous innovation.

Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market

Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.

Our technology mirrors our people - Smart, Innovative & Forward Thinking

To maintain a competitive advantage as we grow, we are currently looking for a new "Technical Support Engineer QA"

Job purpose:

To deliver effective technical support for POS solutions by diagnosing and resolving issues, monitoring system performance, managing configurations and deployments, and collaborating with internal stakeholders to ensure reliable service delivery and an excellent customer experience.

Responsibilities:

• Serve as the first point of contact for clients and merchants, attending calls and providing technical support for POS-related queries, issues, and operational concerns.
• Perform initial troubleshooting and issue analysis for POS, ECR integration, terminal configuration, connectivity, and transaction-related issues, acting as a bridge between merchants and technical teams to drive timely resolution.
• Manage POS device setup, configuration, production software deployment, firmware updates, and remote software rollouts across supported POS terminals.
• Monitor production services, POS performance, and iPing services to identify abnormal behavior, raise alerts, and coordinate with relevant technical teams for timely resolution.
• Maintain the test environment and supporting services, ensuring the environment remains available and operational for testing activities, and coordinate timely recovery when issues occur.
• Prepare and maintain periodic operational and performance reports covering transaction volumes, transaction processing speed, approval ratios, POS brands, software/firmware versions, and other relevant service metrics.
• Manage production issues and customer complaints through Jira, coordinate with technical and field teams, and follow up to ensure timely resolution and closure.

Qualifications:

• 0-2 years of experience in Technical Support, Application Support, or related roles. Fresh graduates with relevant academic projects or internships are encouraged to apply.
• Bachelor’s degree in computer science, Computer Engineering, Information Technology, or a related field.
• Good working knowledge of Microsoft Excel, Word, and PowerPoint.
• Good knowledge of Excel-based data analysis, including Pivot Tables, VLOOKUP/XLOOKUP, Charts, and MIS/operational reports.
• Basic understanding of troubleshooting methodologies, incident management, and issue tracking tools such as Jira.
• Good communication, analytical, problem-solving, and stakeholder coordination skills.
• Basic knowledge of Power BI for data visualization, dashboard creation, and reporting.

Our values guide how we think and act - They describe what we care about the most

Customer first - It's embedded in our design thinking and customer service approach

Open - Openness allows us to constantly improve and evolve

Real - No jargon and no excuses!

Bold - Constantly challenging ourselves and our way of thinking.

Resilient - If we fail, we bounce back stronger than before.

Collaborative - We know that we can achieve a lot more as a team.

We are changing lives by constantly striving for a better solution.