Technical Support Specialist

Role Overview Join APEXX Global as a Technical Support Specialist in India (remote-friendly). In this role, you will troubleshoot and resolve merchant issues in a fast-paced fintech environment, utilizing tools like Grafana, Snowflake, and Postgres. You will play a key role in optimizing our payments orchestration platform, making it the most merchant-centric in the industry. Key Responsibilities - Perform first-line investigations on technical queries using Grafana, Snowflake, and Quicksight - Identify and escalate critical incidents to L2 technical support teams or third-party partners - Investigate out-of-hours incidents and system alerts to trigger incident management workflows - Communicate effectively with merchants regarding status updates during outages - Collaborate with internal teams, including Product, Implementations, and Tech, to resolve issues - Work productively across S1 and S2 support shifts to maintain SLAs Required Qualifications - Experience in technical support, application support, or customer-facing tech roles - Strong understanding of API integrations, testing tools, and data querying - Confident using ticketing and collaboration systems like Freshdesk, Jira, and Confluence - Basic to intermediate SQL skills, with experience in MySQL or Snowflake databases - Strong written and verbal communication skills to explain issues concisely Why Join Us APEXX Global offers a relaxed, high-trust, and supportive scale-up culture. Enjoy benefits like health insurance, learning budgets, team outings, and your birthday off as a paid leave.