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    L1 - Product Support Engineer - Mumbai, India - IDfy

    IDfy
    IDfy Mumbai, India

    1 week ago

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    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 1-2 years of technical product support experience with following skills:

    • 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

    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

    • 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

    Education: B.E or B.Tech is required

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