Technical Support Engineer

About the role

Easebuzz is seeking a motivated Technical Support Engineer to join its Payments Integration team. You will work directly with merchants and internal stakeholders to resolve integration and production issues, providing hands‑on assistance and best‑practice guidance for API usage and financial application troubleshooting.

Key responsibilities

• Serve as the first point of contact for merchant technical support, handling Level 1 issues related to product use and integration.
• Collaborate with Support, Engineering, Product, QA, RIC, Fraud & Chargeback teams to resolve complex merchant grievances.
• Assist merchants in integrating payout/payment gateways and transaction processing systems.
• Analyze API requests and responses, addressing technical queries effectively.
• Study merchant integration documents and guide clients through the integration process.
• Monitor application logs, detect patterns, troubleshoot root causes, and escalate unresolved problems.
• Prioritize multiple customer issues concurrently with minimal supervision.
• Write and execute SQL queries to aid debugging and data analysis.

Required profile

• Minimum 2 years of technical support experience, preferably in a fintech or software environment.
• Proven experience with payment applications and troubleshooting enterprise software integrations.
• Solid understanding of APIs and related troubleshooting techniques.

Required skills

• APIs
• SQL
• Payment applications
• Enterprise software integration troubleshooting
• Payment gateway integration