Take ownership of customer issues and requests through to resolution.

Research, diagnose, and troubleshoot issues following SLAs.

Guide non-technical users through the issue resolution process.

Provide product integration support for merchants.

Collect and document information about user problems for future reference.

Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

Provide prompt and accurate feedback to customers.

Document knowledge in the form of knowledge base tech notes and articles.

Collaborate with the team for application enhancements.

The Stack Behind What You’ll Support

Active-Active DC architecture with intelligent SDK and gateway proxies.

LSM engine-based distributed DB spanning across datacenter regions.

Event Sourcing and Event-Mesh to move all operations off the critical path.

Multi-DC + client-side distributed data caching with strong eventual consistency.





Automatic anomaly detection processing streaming data across varied systems.

Unified SRE systems managing multiple stacks across DCs and Banks.

You don't need to build this from scratch – but you will learn it deeply to troubleshoot effectively.

Qualifications

- 2+ years of experience in application and technical support.
- BE/ME in any discipline, MBA/MCA, or equivalent.
- Excellent troubleshooter with strong analytical and problem-solving skills.
- Decent programming skills and SQL knowledge – able to understand code.
- Excellent written and verbal communication in English and Spanish – able to explain complex technical issues clearly to non-technical users.
- Ability to collaborate across teams with strong interpersonal skills.

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📌 Support Engineer (Lima)
🏢 TSOFT
📍 Lima