Product and Tech Support Executive - JD
Location - Chennai
Experience - 1 to 2 Years
- Provide L1/L2 product and technical support for PPI/Prepaid Wallet applications.
- Understand and support key PPI processes such as:
- Wallet creation and onboarding
- KYC and KYC upgrade
- Wallet load / debit transactions
- Card issuance and management
- Customer and transaction lifecycle
- Analyze API requests/responses, application logs and transaction failures to identify issues.
- Perform basic SQL queries to validate customer, wallet and transaction data.
- Coordinate with development, infrastructure, QA, InfoSec and external vendor teams for issue resolution.
- Raise and track incidents, defects and service requests and ensure timely closure.
- Support SIT/UAT testing and validate fixes before production deployment.
- Coordinate with business/product teams to understand issue and troubleshooting.
- Support production releases, deployment validation and post-release monitoring.
- Prepare RCA, incident reports and resolution documentation for major issues.
- Ensure issues are handled in line with applicable security, compliance and PPI regulatory requirements.
Technical Skills
- Basic knowledge of REST APIs, JSON and API troubleshooting.
- Good understanding of SQL/MySQL.
- Ability to analyze application logs and identify API/transaction failures.
- Knowledge of Postman/API testing.
- Understanding of application monitoring and incident management tools.
- Basic understanding of payment gateway, UPI and card transaction flows.
Domain Knowledge
- PPI / Prepaid Wallet
- KYC / Full KYC / Minimum KYC
- Wallet Load and Debit
- Card Issuance and Card Lifecycle
- UPI / Payment Gateway
- Merchant and customer transaction flows
- Transaction reconciliation
- Digital payment ecosystem
- Basic understanding of RBI/PPI compliance requirements
Required Skills
- Strong troubleshooting and analytical skills.
- Good communication and coordination skills.
- Ability to work with business, technology and vendor teams.
- Ability to understand functional requirements and convert them into actionable technical requirements.
- Willingness to work on production support and handle priority incidents.
- Ability to independently investigate issues and provide regular status updates.
Work Location: In person
