- Managing incidents tickets and providing proactive support to end-users
- Do root cause analysis and manage level 1 support
- Ability to create MIS reports
- Create and improve the IDfy Platform by providing insights based on root cause analysis
- An ability to "understand" data and analyse logs to help investigate production issues and incidents
- Ability to track product outputs on a case by case basis
- Knowledge of SQL (Familiarity with any database technology is a plus)
- Knowledge of APIs
- Knowledge of Scripting language like bash / python is a plus
- Clear logical thinking and communication, and ability to keep calm in high-pressure situations
- Above all, a willingness to learn and implement what you learn
- Defining monitoring events for IDfy's services and setting up the corresponding alerts
- Responding to alerts, with triaging, investigating and resolving resolution of issues
- Learning about various IDfy applications and understanding the events emitted
- Creating MIS reports for service performance and usage monitoring
- Responding to incidents and customer tickets in a timely manner
- Defining monitoring events for Software services
- Helping improve the IDfy Platform by providing insights based on investigations and analysis root cause analysis
L1 - Product Support Engineer - Mumbai, India - IDfy
Description
About us:
IDfy is an Integrated Identity Platform offering products and solutions for KYC, KYB, Background Verifications, Risk Assessment, and Digital Onboarding. We establish trust while delivering a frictionless experience for you, your employees, customers and partners.
Only IDfy combines enterprise-grade technology with business understanding and has the widest breadth of offerings in the industry. With more than 12+ years of experience and 2 million verifications per day, we are pioneers in this industry.
Our clients include HDFC Bank, Induslnd Bank, Zomato, Amazon, PhonePe, Paytm, HUL and many others. We have successfully raised $27M from Elev8 Venture Partners, KB Investment & Tenacity Ventures.
We work fully onsite on all days of the week from our office in Andheri, Mumbai. This is a rotational shift job including night shifts.
Skills we are looking for:
You should be a graduate with a 0-4 years of technical product support experience with following skills:
There might be technologies / tools that you might not know. You will learn those as a part of your on-job training. We will train you on those.
Your day-to-day work will involve
Education: B.E or B.Tech required