RESPONSIBILITIES
Investigate complex technical issues using analytical tools, system logs, databases, and other monitoring systems to identify root causes and resolutions.
Collaborate with developers and product managers to define bugs, clarify change requests, and ensure accurate documentation and prioritization.
Manage issue tracking and ensure each case is assigned to product versions in accordance with defined SLAs.
Communicate effectively with various internal teams to provide updates on issues, resolutions, and expected timelines.
Work closely with US-based client-facing teams to support VIP customers, handle escalations, and deliver high-quality technical investigations.
Own Tier 3 support processes, continuously monitor performance, and drive improvements to increase efficiency and quality.
5+ years of experience in a Tier 3 or senior support role within a SaaS or cloud-based environment FinTech experience preferred.
Proven expertise with monitoring, logging, and reporting tools (e.g., Tableau, Sumo Logic, Grafana).
Advanced SQL proficiency, including query optimization and data analysis for debugging and reporting.
Strong command of incident management tools such as Jira, Zendesk, Bugzilla, or TFS.
Fluent in English (written and spoken) with strong communication skills for cross-functional collaboration.
Experience in manual QA and testing processes advantage.
Bachelors degree in Computer Science, Information Systems, or a related field advantage.
Strong analytical mindset, attention to detail, and a proactive, ownership-driven approach to problem-solving.
