Senior Software Engineer - Technical Support

Job Description - Technical Support Engineer

Experience : 5+ Years

Location : On-site (with frequent site visits)

Gender Preference : Male (Nice to have)

Availability : Should be willing to work on weekends or whenever required

1. Position Overview :

We are seeking an experienced Technical Support Engineer with strong expertise in ICD 2.5 implementations, Postgres database management, API hosting, server installation, and toll-domain integrations. The ideal candidate will lead technical deployments across toll plazas, coordinate with hardware vendors and banking systems, ensure complete ICD 2.5 compliance, and provide on-site/remote support for operational and system-level technical issues.

This role requires hands-on experience with Windows and Linux OS, scripting languages (SQL/MySQL/Postgres), system-level troubleshooting, and strong communication/documentation skills.

2. Key Responsibilities :

A. ICD 2.5 Implementation & Toll Plaza Integration :

- Lead end-to-end implementation of the ICD 2.5 Interface Control Document across new and existing toll plazas.

- Ensure all implementations comply with technical, operational, and business requirements set by NHAI, IHMCL, and NPCI.

- Work closely with vendors for RFID readers, AVC systems, WIM equipment, lane controllers, etc., ensuring accurate data capture and correct message formats as per ICD 2.5.

- Integrate multiple stakeholders including acquiring banks, host systems, and central mapper/switch via APIs, file-based transfers, and other modes specified in ICD 2.5.

- Conduct UAT, POC testing, and onboarding of toll plazas under ICD 2.5 guidelines.

B. Transaction Monitoring & Operational Analysis :

- Monitor real-time transaction flows, TATs, violation/exception cases, and blacklist/whitelist updates.

- Manage settlement files, reconciliation processes, dispute resolution, and audit compliance.

- Generate and maintain operational dashboards & MIS reports including :

1. Daily settlement summaries

2. Raw data files

3. Incoming/outgoing transaction files

4. Violation and exception reports

C. Database & Server Management :

- Install, configure, upgrade, and maintain Postgres database servers and related application tools.

- Perform database backups, data purging, optimization, and maintenance of main transactional databases.

- Write and optimize scripts using SQL/MySQL/Postgres for automation, reporting, and troubleshooting.

- Install and configure Windows/Linux servers, firewalls, antivirus, Visual Studio, third-party applications, and drivers.

D. Technical Support & Troubleshooting :

- Provide on-site and remote L2/L3-level technical support to clients, toll plaza operations teams, and internal stakeholders.

- Work with L1 teams to analyze, diagnose, and resolve hardware, software, and networking issues.

- Escalate unresolved issues to internal development teams (L3) with detailed logs and findings.

- Troubleshoot complex situations involving :

1. Hardware malfunctions

2. API failures

3. Database issues

4. Network disruptions

5. Settlement mismatches

E. Documentation & Compliance :

- Maintain detailed documentation for :

1. ICD 2.5 implementations

2. Changes and version control

3. SOPs, technical notes, and support logs

- Collaborate with regulatory bodies such as NHAI, IHMCL, and NPCI for compliance and audit requirements.

- Ensure all technical issues and resolutions are properly logged and tracked.

F. Customer Interaction & Continuous Improvement :

- Respond promptly to client support requests and provide step-by-step technical assistance (verbal & written).

- Support customer training programs and ensure smooth operational adoption.

- Participate in data mapping, analysis, and configuration review meetings.

- Improve system performance and applications based on customer business needs and recommended best practices.

3. Mandatory Skills :

- Bachelors Degree in Information Technology, Computer Science, or equivalent.

- Strong experience in API Hosting, Postgres installation & configuration, and scripting languages (SQL/MySQL/Postgres).

- Hands-on experience with Windows and Linux operating systems.

- Good understanding of software design concepts and design patterns.

- Proven experience in technical support engineering and software implementation.

- Strong ability to troubleshoot complex hardware/software/network issues.

- Excellent English communication and technical documentation skills.

4. Nice to Have :

- Male candidates preferred.

- Experience in toll domain / FASTag ecosystem (highly preferred).

- Willingness to work under high pressure and tight deadlines.

- Flexible to travel for frequent on-site visits.