Senior Technical Support Lead

Senior Technical Support Lead

Experience: 8+ years
Salary : Competitive
Preferred Notice Period: Within 30 Days
Shift: 10:00AM to 6:00PM IST
Opportunity Type: Onsite (Mumbai)
Placement Type: Permanent

(*Note: This is a requirement for one of Uplers' Partners)

What do you need for this opportunity
Must have skills required :
System Architecture, Databases, APIS, Networking protocols, SQL, Monitoring, Cloud-based SaaS
Good to have skills :
GCP, AWS, Data-driven insights, Customer Feedback, escalated support

Our Hiring Partner is Looking for:
Technical Support Lead who is passionate about their work, eager to learn and grow, and who is committed to delivering exceptional results. If you are a team player, with a positive attitude and a desire to make a difference, then we want to hear from you.

Role Overview Description
Technical Lead
Who are we?
Eliminate Fraud. Establish Trust. IDfy is an Integrated Identity Platform offering products and solutions for KYC, KYB, Background Verifications, Risk Mitigation, Digital Onboarding and Digital Privacy. We establish trust while delivering a frictionless experience for you, your employees, customers and partners. Only IDfy combines enterprise-grade technology with business understanding and has the widest breadth of offerings in the industry. With more than 12+ years of experience and 2 million verifications per day, we are pioneers in this industry. Our clients include HDFC Bank, Indusind Bank, Zomato, Amazon, PhonePe, Paytm, HUL and many others. We have successfully raised $27M from Elev8 Venture Partners, KB Investment, and Tenacity Ventures!

We are the match if you...

• Are a Lead with 8-12 years of experience in:
• Being subject matter expert in troubleshooting technical issues related to our Cloud-based SaaS product, leveraging your deep understanding of system architecture, databases, APIs, and networking protocols
• Assisting team members in resolving escalated support tickets and complex customer issues, ensuring timely and effective resolution
• Driving the enhancement of support processes and workflows to optimize efficiency and scalability, utilizing data-driven insights and customer feedback
• Identifying recurring issues and root causes, collaborating with cross-functional teams to implement preventive measures and improve product reliability
• Experience on Cloud based applications (GCP/AWS)
• Good understanding and experience on alerting and monitoring.
• Hands-on experience of SQL

Heres what your day would look like...

• Leading a team with a hands-on approach
• Helping improve the IDfy Platform by providing insights based on investigations and root cause analysis
• Act as a primary point of contact for escalated customer inquiries.
• Assist team members in resolving escalated support tickets and complex customer issues, ensuring timely and effective resolution
• Learning about various IDfy applications and understanding the events emitted.
• Creating analytical dashboards for service performance and usage monitoring.
• Collaborate closely with Product Management, Engineering, and Quality Assurance teams to communicate customer issues, prioritize bug fixes and feature enhancements, and drive product improvements
• Staying ahead of the game by predicting future fraud techniques and building solutions to prevent them

Our triumphs!

• Forbes Asia 100 to Watch
• IDfy has made it to Forbes Deloitte Technology Fast 50, 2023
• IDfy has the iBeta certification for ISO Compliance
• IDfy is now SOC 2 Type ll Compliant

Excited already?
At IDfy, you will work on the entire end-to-end solution rather than a small cog of a giant wheel. Our culture thrives on...
Get your big break at IDfy!

How to apply for this opportunity

1. Register or login on our portal
2. Click 'Apply,' upload your resume and fill in the required details.
3. Post this click Apply Now' to submit your application.
4. Get matched and crack a quick interview with our hiring partner.
5. Land your global dream job and get your exciting career started!

About Our Hiring Partner:
IDfy is an Integrated Identity Platform offering products and solutions for KYC, KYB, Background Verifications, Risk Assessment, and Digital Onboarding. We establish trust while delivering a frictionless experience for you, your employees, customers and partners. Only IDfy combines enterprise-grade technology with business understanding and has the widest breadth of offerings in the industry. With more than 12+ years of experience and 2 million verifications per day, we are pioneers in this industry.

About Uplers:
Our goal is to make hiring reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant opportunities and progress in their career. We will support any grievances or challenges you may face during the engagement. You will also be assigned to a dedicated Talent Success Coach during the engagement.

(Note: There are many more opportunities apart from this on the portal. Depending on the assessments you clear, you can apply for them as well).

So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you!