Responsibilities Reporting To: Customer Support Team Lead / Customer Support Manager As a TP-1 Level Associate Technical Customer Support Engineer, you will be the key interface between our clients and the Customer Support team. You will contribute to delivering software and services to ensure a world-class customer experience. You will handle and resolve issues promptly, assist functional consultants as needed, adhere to the SLA, and follow the incident management process. Customer support operates 24/7, following a 'follow-the-sun' approach across three shifts: APAC, EMEA, and NAM time zones. Responsibilities & Deliverables: - Respond to customer requests, including reported issues, questions, or assistance requests, ensuring they can utilise the product appropriately. - Understand reported issues from a technical perspective and replicate scenarios in our environments. - Perform technical investigations with root cause analysis, providing solutions or detailed analysis with SMEs. - Update clients on progress towards issue resolution, track issues sent to other departments, and ensure timely resolution, focusing on client satisfaction and product quality. - Participate in client meetings and remote sessions to ensure proper communication and expedite issue investigation. - Validate defects thoroughly to ensure described scenarios are fixed. - Build and provide simple scripts with the assistance of senior colleagues when necessary. - Write technical specifications and best practices documentation. - Raise or escalate issues with the Team Leader and/or Manager when needed. - Share knowledge with colleagues. - Collaborate with cross-functional teams to improve product functionality and customer satisfaction. - Monitor and report on key performance indicators (KPIs) related to customer support. Required - University/Bachelor's Degree in Computer Science, Mathematics, Business IT, or a related major. - Good knowledge of Incident Management and Ticketing Application tools. - Basic knowledge of operating systems. - Excellent written and verbal communication skills in English. - Strong analytical abilities, attention to detail, stability, responsibility, and customer focus. - Ability to work independently as well as part of a customer-facing team. - Customer support experience / knowledge Good to Have: - Familiarity with ITIL framework. - Basic knowledge of Scripting. - Familiarity with Database - Understanding of general operating system concepts. - 1-3 year of customer support experience ( IT , fintech , financial Institute)