Support Engineer

About the role

We are looking for a Support Engineer to own customer issues from initial contact through resolution. You will work closely with non‑technical users, guide them through troubleshooting steps, and ensure timely feedback while documenting solutions for future reference.

Key responsibilities

• Take ownership of customer issues and requests, following SLA commitments.
• Research, diagnose, and troubleshoot application problems.
• Guide non‑technical users through resolution processes.
• Provide product integration support for merchants.
• Collect and document user problem information for knowledge‑base creation.
• Escalate unresolved issues to appropriate internal teams following standard procedures.
• Document knowledge in tech notes and articles.
• Collaborate with the team on application enhancements.

Required profile

• Minimum 2 years of experience in application or technical support.
• BE/ME in any discipline, MBA/MCA, or equivalent.
• Strong analytical and problem‑solving abilities.
• Excellent written and verbal communication in English and Spanish.
• Ability to work collaboratively across teams.

Required skills

• Programming skills sufficient to understand code.
• SQL knowledge for querying and data analysis.