Job Description

Roles & Responsibilities

• Take ownership of production issues across our platforms, including extended-hours and on-call coverage on a rotation.
• Investigate issues across partners, from first symptom toward root cause.
• Search and analyse production logs, cutting through noise to isolate the relevant events.
• Read and navigate existing codebases to diagnose logic-level issues — such as concurrency, data-consistency, or integration bugs — and propose or implement targeted, well-tested fixes in collaboration with Engineering.
• Resolve within your scope — including small, well-tested code-level fixes where appropriate — and escalate to the Support Lead with full evidence when a change is architecturally significant or the root cause is unclear.
• Triage and manage tickets in Jira, keeping issues moving, chasing owners, and keeping stakeholders informed.
• Write clear bug and change tickets and RCA/postmortem documentation, covering observed behaviour, evidence, suspected root cause, and references, so escalated issues arrive well-documented.
• Monitor platform and transaction health and flag anomalies (timeouts, retries, duplicate disbursements, velocity-control rejections) before they escalate.
• Communicate findings clearly to technical and non-technical audiences, without overstating what the evidence supports.

Desired Candidate Profile

Must have

• 6+ years prior experience in technical issue resolution in a fast-paced global support team.
• 3+ years of hands-on software development experience (Java, Python, or similar) — either before transitioning into support/operations, or alongside it — with real exposure to the SDLC: writing, testing, and shipping code, not just reading about it.
• Comfortable reading an unfamiliar codebase, diagnosing a logic-level bug (e.g. a concurrency or data-consistency issue), and implementing a small, safe fix under guidance — this role does not involve building new features, but it does involve adjusting existing code.
• Strong understanding of APIs and experience using Postman (or equivalent tools) for endpoint inspection and testing.
• Proficient in SQL for querying and validating data across multiple databases (MariaDB, PostgreSQL, or similar).
• General familiarity with web applications, microservices, and RESTful architectures.
• Comfortable working with logs, monitoring tools, and error tracking systems.
• Analytical mindset and strong troubleshooting skills; able to isolate problems quickly and propose next steps.
• Excellent communication skills with excellent written and verbal English to collaborate effectively with both Customer Support (non-technical) and Engineering (technical) teams.
• Experience writing RCA/postmortem documentation and communicating incident status to both technical and non-technical stakeholders.
• A structured, evidence-first troubleshooting mindset that verifies across sources before declaring a root cause.
• Sound escalation judgment; knows what to resolve and what to hand up.
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Job Description

Roles & Responsibilities

• Take ownership of production issues across our platforms, including extended-hours and on-call coverage on a rotation.
• Investigate issues across partners, from first symptom toward root cause.
• Search and analyse production logs, cutting through noise to isolate the relevant events.
• Read and navigate existing codebases to diagnose logic-level issues — such as concurrency, data-consistency, or integration bugs — and propose or implement targeted, well-tested fixes in collaboration with Engineering.
• Resolve within your scope — including small, well-tested code-level fixes where appropriate — and escalate to the Support Lead with full evidence when a change is architecturally significant or the root cause is unclear.
• Triage and manage tickets in Jira, keeping issues moving, chasing owners, and keeping stakeholders informed.
• Write clear bug and change tickets and RCA/postmortem documentation, covering observed behaviour, evidence, suspected root cause, and references, so escalated issues arrive well-documented.
• Monitor platform and transaction health and flag anomalies (timeouts, retries, duplicate disbursements, velocity-control rejections) before they escalate.
• Communicate findings clearly to technical and non-technical audiences, without overstating what the evidence supports.

Desired Candidate Profile

Must have

• 6+ years prior experience in technical issue resolution in a fast-paced global support team.
• 3+ years of hands-on software development experience (Java, Python, or similar) — either before transitioning into support/operations, or alongside it — with real exposure to the SDLC: writing, testing, and shipping code, not just reading about it.
• Comfortable reading an unfamiliar codebase, diagnosing a logic-level bug (e.g. a concurrency or data-consistency issue), and implementing a small, safe fix under guidance — this role does not involve building new features, but it does involve adjusting existing code.
• Strong understanding of APIs and experience using Postman (or equivalent tools) for endpoint inspection and testing.
• Proficient in SQL for querying and validating data across multiple databases (MariaDB, PostgreSQL, or similar).
• General familiarity with web applications, microservices, and RESTful architectures.
• Comfortable working with logs, monitoring tools, and error tracking systems.
• Analytical mindset and strong troubleshooting skills; able to isolate problems quickly and propose next steps.
• Excellent communication skills with excellent written and verbal English to collaborate effectively with both Customer Support (non-technical) and Engineering (technical) teams.
• Experience writing RCA/postmortem documentation and communicating incident status to both technical and non-technical stakeholders.
• A structured, evidence-first troubleshooting mindset that verifies across sources before declaring a root cause.
• Sound escalation judgment; knows what to resolve and what to hand up.
• 
  
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