Thiruvananthapuram, Kerala, India
Information Technology
Full-Time
Operator
Overview
We are looking for a Technical Support Engineer (L2) to join our team at MyOperator.
This role involves problem-solving, troubleshooting complex technical issues, API management, and collaboration across teams.
As an L2 engineer, you will be responsible for handling advanced technical support requests, KYC processes, API calls, and Jira tickets requiring research and development (R&D).
If you have a strong technical background, experience in a product-based company, and excellent troubleshooting skills, we encourage you to apply!
Key Responsibilities
Technical Support & Problem-Solving :
This role involves problem-solving, troubleshooting complex technical issues, API management, and collaboration across teams.
As an L2 engineer, you will be responsible for handling advanced technical support requests, KYC processes, API calls, and Jira tickets requiring research and development (R&D).
If you have a strong technical background, experience in a product-based company, and excellent troubleshooting skills, we encourage you to apply!
Key Responsibilities
Technical Support & Problem-Solving :
- Use technical expertise to identify and resolve complex customer issues.
- Take ownership of escalated customer cases and drive them to resolution.
- Troubleshoot API-related issues and ensure seamless integration.
- Collaborate with product and development teams to resolve technical challenges.
- Explain technical concepts to non-technical users in a clear and effective manner.
- Understand customer needs and provide solutions with a customer-first approach.
- Document resolutions, troubleshooting steps, and best practices for internal and customer use.
- Handle Aadhaar-based KYC tasks while ensuring regulatory compliance.
- Conduct KYC audits to maintain accuracy and security.
- Manage Truecaller activation, renewal, and billing audits to ensure proper service delivery.
- Oversee SMS panel activation and renewal while troubleshooting potential issues.
- Handle Add-on OBD panel activation, recharges, and renewals for seamless operations.
- Monitor, manage, and troubleshoot API calls to maintain system efficiency.
- Work with the development team to enhance API performance and integration.
- Investigate and resolve JIRA tickets requiring R&D, ensuring thorough documentation.
- Minimum 4 years of experience in a technical support role in a product-based company.
- Strong problem-solving skills to identify the root cause of issues.
- Experience with API handling, troubleshooting, and integration.
- Proficiency in JIRA, Kibana, and other monitoring tools.
- Excellent communication skills to explain technical concepts to non-technical users.
- Ability to handle compliance-based KYC processes and conduct audits.
- Strong collaboration skills to work with cross-functional teams.
- Experience in SaaS-based product support is a plus.
- Be part of a fast-growing SaaS company with an innovative work culture.
- Work on challenging technical issues and collaborate with a talented team.
- Gain hands-on experience with API management, compliance, and advanced troubleshooting.
- Opportunity for career growth and skill enhancement in technical support
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