Description :

Role : Technical Support Engineer (Real-Time Enterprise Products)

Role Overview :

The Technical Support Engineer is a critical, highly specialized role (5 to 7 years of experience) at Kaleidofin, focused on rendering exceptional first-tier support for the company's flagship, real-time enterprise products across expanding geographies and product lines.

This position requires a sharp, energetic, and highly driven individual who can master complex technical troubleshooting, maintain strict procedural compliance, and ensure rapid resolution of technology and functional problems for enterprise users.

The incumbent will be a core member of a specialist team, passionate about client service, focused on execution, and prepared to work shifts/on-call to ensure maximum product uptime and client satisfaction.

Key Responsibilities and Support Operations :

- First-Tier Technical Support : Render exceptional first-tier email/chat support for efficient, accurate, and timely resolution of technology and functional problems across the product portfolio, including the ki credit platform.

- Issue Ownership and Proactivity : Take ownership of user problems from initial logging through to final resolution, demonstrating a proactive approach when dealing with user issues and ensuring high client satisfaction.

- Process Adherence and Escalation : Follow an established set of processes while handling all support requests, ensuring accurate logging in the ticketing logging system (e.g., Jira/Freshdesk) and proper, timely escalation to internal teams when necessary.

- System Monitoring and Communication : Ensure users and management are notified during downtimes with complete, accurate, and timely information. Report any issue that may significantly impact the business immediately to appropriate stakeholders.

- Troubleshooting and Diagnostics : Research, diagnose, troubleshoot, and identify solutions to resolve complex customer issues, leveraging hands-on experience with the organization's supported software and hardware stack.

- Documentation and Knowledge Management : Document knowledge in the form of knowledge base tech notes and articles to build and maintain a robust internal and external support library.

- Reporting : Prepare accurate and timely reports on support metrics, issue trends, and resolution performance for management review.

- Information Security : The candidate is responsible for adhering to all appropriate information security responsibilities for the role, maintaining confidentiality and integrity of client and system data.

Mandatory Technical Skills and Environment

- Experience : 5 to 7 years of experience in Customer Support within an enterprise software organization.

- System Administration : Experience with Linux or UNIX administration, including concepts and practical knowledge of Clustering, High Availability, and Load Balancing.

- Web Server Management : Hands-on experience in managing and troubleshooting web servers such as Apache, Tomcat, or JBoss.

- Database Operations : Hands-on database (SQL Server, MySQL, Oracle) operational knowledge, including the ability to run basic queries and diagnose database-related application issues.

- Scripting Proficiency : Proficient with Scripting or other programming languages for automation and advanced diagnostics.

- Ticketing Tools : Hands-on experience on ticketing tools (Jira / Freshdesk) for efficient workflow and status tracking.

- Analytical Tools : Proficient with Excel for data analysis and reporting on support metrics.

Required Professional Attributes :

- Communication : Excellent verbal, written, presentation, and interpersonal communication skills.

- Clarity : Ability to make complex technical matters easy-to-comprehend for non-technical persons (clients/users).

- Work Ethic : Highly driven individual with an execution focus and a strong sense of urgency.

- Availability : Readiness to work shifts and/or be on call and/or put in extra hours for task closure.

- Customer Focus : High level of enthusiasm about helping and serving clients, with a strong customer and solution-oriented personality.

- Education : Bachelors degree or equivalent combination of education is preferred.

Preferred Skills :

- Domain Experience : Experience in the Financial Service industry or Banking applications is desirable, given the nature of the company's flagship product.

- Direct experience supporting a real-time product or platform.

- Prior experience with remote diagnostic tools and VPN/VDI environments.