L1 - Product Support Engineer
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-usersDo root cause analysis and manage level 1 supportAbility to create MIS reportsCreate and improve the IDfy Platform by providing insights based on root cause analysisAn ability to "understand" data and analyse logs to help investigate production issues and incidentsAbility to track product outputs on a case by case basisKnowledge of SQL (Familiarity with any database technology is a plus)Knowledge of APIsKnowledge of Scripting language like bash / python is a plusClear logical thinking and communication, and ability to keep calm in high-pressure situationsAbove all, a willingness to learn and implement what you learnThere 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 alertsResponding to alerts, with triaging, investigating and resolving resolution of issuesLearning about various IDfy applications and understanding the events emittedCreating MIS reports for service performance and usage monitoringResponding to incidents and customer tickets in a timely mannerDefining monitoring events for Software servicesHelping improve the IDfy Platform by providing insights based on investigations and analysis root cause analysisEducation: B.E or B.Tech is required
mumbai