Product Support Engineer

Who are we?IDfy is Asias leading TrustStack, trusted by the best, with global expertise and enterprise-grade tech, were solving trust challenges, making compliance easy, fraud detection smarter, and onboarding seamless.Our clients include HDFC Bank, Zomato, Amazon, PhonePe, Paytm, HUL and many others. With more than 13 years of experience and 2 million verifications per day, we are pioneers in this industry.IDfys three platforms- OnboardIQ, OneRisk, and Privy - come together to form one seamless solution enabling trust.Role DetailsPosition: Product Support EngineerLocation: Andheri (E)- MarolWorking Days: 5 Days a week rotational offShifts: 24*7 rotational (Any 9-hour shift) Mode: Work from Office onlyWe'll get along if you have...0-2years of experience in a product support or technical support role. •Excellent verbal and written communication skills. Strong problem-solving skills, with the ability to troubleshoot and find workable solutions. Ability to prioritize tickets based on urgency and business impact, with attention to detail. Self-motivated and eager to learn and adapt to new technologies.Basic understanding of RESTAPIs and their functionality. Willingness to work in rotational shifts, even on weekends.Good-to-Have: Knowledge of SQL, with the ability to write basic queries. Hands-on experience with ticketing systems like Freshdesk, Jira, Zendesk, or Service Now. Ability to write simple scripts in languages like Python to automate repetitive tasks or improve troubleshooting efficiency. Experience in working closely with customers to resolve issues and build strong relationships through effective communication. Basic understanding of cloud platforms such as AWS,Azure, or Google Cloud, particularly for products hosted on cloud infrastructure. Familiarity with any one of the monitoring and logging tools like Kibana, Splunk, Nagios, or Grafana for proactive system monitoring and health checks.Heres what your day would look like...Review test strategies and see that all the various kinds of testing like unit, functional, performance, stress, acceptance etc are getting covered. Defining and executing manual and automation testing strategy.Ensuring all development tasks meet quality criteria through test planning, test execution, quality assurance and issue tracking. Keep raising the bar and standards of all the quality processes with every project. Identifying best practices & tools in the industry and adopting them from time to time.