Application Support Engineer (India)

Job Location

Mumbai, India

 

About Us

Founded in 2014, MonetaGo is a leader in financial services technology providing the only global fraud prevention solution against duplicate financing. MonetaGo’s mission is to make working capital more accessible to the millions of underserved businesses around the world by reducing risk in trade finance. 

 

After successfully launching the world’s first such solution in India in 2018, MonetaGo’s award winning Secure Financing product is being made available globally to 11,000+ banks and financial institutions providing corporate financing to their customers.

 

MonetaGo is an international company headquartered in New York with employees in Canada, Singapore, India, Japan, Australia, and the UK. Operating at the cutting edge of emerging technologies, MonetaGo is always pushing the boundaries to solve problems previously unsolvable, making it a dynamic and challenging environment where the best minds can thrive. MonetaGo prides itself on building a positive culture providing flexibility and work/life balance, with equal opportunities, and investing in people to produce the highest quality results possible for both its clients and its employees.

Description

We are looking for an Application Support Engineer with 3-5 years of core support experience, to provide enterprise-level assistance to our customers.


If you are a natural helper, enjoy solving complex issues, can explain technical details in a simple manner to the customers and put yourself in the customer shoes to understand their problems, we would like to meet up with you.

Responsibilities:

  • Diagnosing and troubleshooting software and infrastructure issues and help our customers to resolve their issues.

  • Monitoring the infrastructure, containers, network, application via Datadog which is a monitoring and security platform for cloud applications.

  • Ask customers targeted questions to quickly understand the root of the problem

  • Track system issues through to resolution, within agreed time limits.

  • Proactively monitor service performance to identify potentials issues as well as opportunities for product enhancements.

  • Document support incidents and recommend updates to existing support procedures

  • Refer to internal database or external resources to provide accurate tech solutions

  • Ensure all issues are properly logged

  • Prepare accurate and timely reports

  • Document technical knowledge in the form of notes and manuals

  • Prioritize and manage several open issues at one time

  • Properly escalate unresolved issues to appropriate internal teams

  • Provide pre-production review of upcoming software releases and upgrade strategy.

  • Maintain change control for all environments: Production, UAT, and Integration to identify and address issues early in the release cycle.

Skills:

  • Experience managing Cloud-based server environments preferably GCP and related services.

  • Strong Linux OS Shell Scripting

  • Knowledge of network and web related protocols (e.g. TCP/IP, USP, IPSEC, HTTP, HTTPS)

  • Experience setting up and with managing a VPN.

  • Demonstrated track record of excellent written and verbal communication skills.

  • Strong interpersonal and customer service skills.

  • Flexibility, thinking on your feet, and strong problem-solving skills.

We’d love to see:

  • Extremely detail oriented and well organized, comfortable working independently and have the technical aptitude to learn new technologies.

  • Demonstrable track record dealing well with ambiguity, prioritizing needs, and delivering measurable results in an agile environment.

Required Education

Degree in Computer Science, Information Systems, Software Engineering or related field preferred.