The Support Engineer will be responsible for providing technical support for the Risk Management System (RMS) product, ensuring that both internal and external users can resolve issues quickly and efficiently. This role involves troubleshooting technical problems, providing solutions, and collaborating with engineering and QA teams to enhance the product. Additionally, the Support Engineer will assist with user training, monitor system performance, and contribute to continuous product improvement.

Roles and Responsibilities

Act as the first point of contact for users experiencing issues with the RMS platform, both internally and externally.
Troubleshoot and resolve product-related issues, ensuring minimal disruption to users.
Collaborate with product and engineering teams to identify and resolve recurring technical problems and escalate more complex issues.
Document support tickets, ensuring detailed tracking of issues, resolutions, and feedback.
Provide training and guidance to users on how to effectively use the RMS system.
Ensure customer satisfaction by providing timely and effective solutions to any issues faced by users.
Assist in the preparation of knowledge base articles, user documentation, and FAQs to empower users to resolve minor issues independently.
Respond to user queries in a friendly and professional manner, ensuring clear communication.
Proactively follow up with customers to ensure issues are resolved to their satisfaction.

Required Skills

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
Prior experience in software support preferably in a fintech or financial services environment.
Experience with troubleshooting software and hardware issues in a production environment.
Hands-on experience with common support/ticketing tools (e.g., JIRA, Bugzilla, Selenium, Postman, etc.).
Ability to manage multiple priorities and deliverables in a fast-paced environment.
Familiarity with databases like SQL.

Support Engineer

Roles and Responsibilities

Act as the first point of contact for users experiencing issues with the RMS platform, both internally and externally.
Troubleshoot and resolve product-related issues, ensuring minimal disruption to users.
Collaborate with product and engineering teams to identify and resolve recurring technical problems and escalate more complex issues.
Document support tickets, ensuring detailed tracking of issues, resolutions, and feedback.
Provide training and guidance to users on how to effectively use the RMS system.
Ensure customer satisfaction by providing timely and effective solutions to any issues faced by users.
Assist in the preparation of knowledge base articles, user documentation, and FAQs to empower users to resolve minor issues independently.
Respond to user queries in a friendly and professional manner, ensuring clear communication.
Proactively follow up with customers to ensure issues are resolved to their satisfaction.

Required Skills

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
Prior experience in software support preferably in a fintech or financial services environment.
Experience with troubleshooting software and hardware issues in a production environment.
Hands-on experience with common support/ticketing tools (e.g., JIRA, Bugzilla, Selenium, Postman, etc.).
Ability to manage multiple priorities and deliverables in a fast-paced environment.
Familiarity with databases like SQL.

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Read about what our users have to say about finding their next opportunity on Cutshort.

Shubham Vishwakarma

Full Stack Developer - Averlon

I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.

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About Nerve Solutions

Founded :

2018

Type :

Products & Services

Size :

20-100

Stage :

Bootstrapped

About

A boutique consulting and development firm, making technology easy for all your fintech needs

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