Technical Support Engineer

APEXX Global

. Identify issues and incidents using the APEXX technical incident matrix .

Posted 10/1/2026full-timeRemote • IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support, incident management, and effective communication with merchants and internal teams. Proficient in SQL and database management, with a strong ability to resolve technical issues under pressure.

Highest-signal resume keywords

Technical Support Engineer ExperienceHands-On API ExperienceBasic to Intermediate SQL SkillsExperience with Ticketing ToolsStrong Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLAPIsMySQLSnowflakePostgresIncident ManagementFirst-Line InvestigationsTechnical Issue IdentificationData AnalysisSLA Compliance

Soft Skills

Strong Written CommunicationStrong Verbal CommunicationAnalytical SkillsOrganisational SkillsAbility to Work Under Pressure

Tools & Technologies

GrafanaFreshdeskJiraConfluencePostmanExcelKibana

Industry Keywords

FintechStartup EnvironmentMerchant SupportTechnical QueriesIncident Escalation

Tech Stack

Tools & technologies

GrafanaMySQLPostgresSQL

About the role

Key responsibilities & impact

Identify issues and incidents using the APEXX technical incident matrix
Perform first-line investigations on technical queries using Grafana, Portals, Quicksight, Snowflake, and technical knowledge
Identify escalation routes to L2 technical teams or third-party partners
Support merchant issues and queries through to resolution
Investigate out-of-hours merchant incidents and internal monitoring alerts
Trigger incident management processes and escalate to L2 when applicable
Prepare merchant communications and handle phone communications during incidents
Communicate during shift handovers and morning stand-ups
Work closely with Product, Implementations, and Tech teams

Requirements

What you’ll need

Previous experience as a Technical Support Engineer, ideally within a startup or fintech environment
Hands-on experience working with APIs
Experience with ticketing and collaboration tools such as Freshdesk, Jira, Confluence, or similar platforms
Basic to intermediate SQL skills
Experience with MySQL, Snowflake, or Postgres databases
Familiarity with Postman, Excel, Kibana, or Grafana is advantageous
Comfortable working to SLAs and resolving incidents under pressure
Ability to conduct thorough first-line investigations and identify technical issues
Strong written and verbal communication skills
Strong problem-solving, analytical, and organisational skills
Willingness to work rotational shifts, including nights and weekends when required

Benefits

Comp & perks

Competitive compensation
Annual leave
Public holidays
Wellbeing-focused time away from work
Work remotely from eligible locations for up to 90 days per year, subject to the Work From Anywhere policy
Comprehensive health insurance
Personal accident insurance
Enhanced parental and family-friendly leave policies
Learning and growth opportunities