Senior Support Engineer

About the company:

Tyfone a global leader in the SaaS Digital Banking and Digital Payments sector is redefining how the world engages with digital finance. Our solutions nFinia and payFinia empower individuals businesses and families to transact and interact with financial technology seamlessly and innovatively. Customers of our technology are U.S banks and credit unions.

About the Role:

At Tyfone the Product Support team maintains our digital banking products. We seek a Level2 Support Engineer to provide indepth technical support for our online and mobile banking applications. The ideal candidate will possess a strong blend of technical expertise and problemsolving skills to troubleshoot and resolve complex issues effectively. This role requires a collaborative individual who can work closely with the frontend team engineering and other stakeholders to ensure optimal application performance and customer satisfaction.

Requirements

Responsibilities (including but not limited to):

1. Provide advanced technical support for online and mobile banking applications including troubleshooting issue resolution and root cause analysis.
   

2. Serve as a liaison between the support team and the backend development team to facilitate efficient issue resolution and process improvement.
   

3. Collaborate with engineering teams to identify analyze and resolve complex technical issues impacting application performance and stability.
   

4. Leverage a strong understanding of software development lifecycle coding practices and agile methodologies to contribute to the overall product development process.
   

5. Participate in release management activities including testing deployment and postrelease support.
   

6. Utilize JIRA for effective issue tracking management and collaboration.
   

7. Demonstrate proficiency in JSON XML JavaScript HTML5 RESTful APIs and RDBMS concepts.
   

8. Maintain indepth knowledge of online and mobile banking systems and processes.
   

9. Develop and maintain comprehensive documentation and knowledge base articles.
   

10. Provide exceptional customer service by effectively communicating technical information to both technical and nontechnical audiences.
    

11. Keeping track of support/maintenance releases and resource availability
    

12. Providing release status updates to customers and Tyfone Management
    

Qualifications:

• Bachelors degree in Computer Science Information Technology or related field.
  

• 4 years of experience in technical support preferably in a financial services environment.
  

• We are hiring for the Bengaluru location.
  

• Strong understanding of software development lifecycle coding practices and agile methodologies.
  

• Proficiency in JIRA and other project management tools.
  

• Handson experience with JSON XML JavaScript HTML5 RESTful APIs and RDBMS concepts.
  

• Excellent problemsolving analytical and troubleshooting skills.
  

• Strong interpersonal and communication skills both written and verbal.
  

• Ability to work effectively in a fastpaced dynamic environment.
  

• Collaborating effectively across time zones to deliver exceptional customer service.
  

• Demonstrated ability to learn new technologies and adapt to changing requirements.
  

Preferred Qualifications:

• Experience with online and mobile banking applications.
  

• Knowledge of financial industry regulations and compliance requirements.
  

• Experience with scripting languages (e.g. Python Perl).
  

• Experience with database administration and SQL.