Technical Support Specialist

Role Overview Apexx Global is seeking a Technical Support Specialist to join our remote support team in India. In this role, you will identify, investigate, and resolve technical issues for our global merchants. This is a fantastic opportunity to work in a high-growth fintech scale-up, master payment orchestration technologies, and deliver exceptional merchant experiences. Key Responsibilities - Perform detailed first-line investigation of merchant technical queries using tools like Grafana, Quicksight, and Snowflake. - Diagnose and resolve technical incidents in compliance with established service level agreements. - Identify proper routes of escalation, coordinating with internal L2 engineering teams or third-party partners. - Investigate out-of-hours alerts and manage incident communication with merchants. - Collaborate with product, engineering, and implementation teams to resolve complex cases. - Support shift handovers and participate in morning stand-up meetings. Required Qualifications - Prior experience as a Technical Support Engineer, preferably in a startup or fintech environment. - Hands-on experience working with APIs and using database query tools like SQL. - Proficiency with ticketing and collaboration platforms such as Freshdesk, Jira, and Confluence. - Familiarity with system monitoring tools like Kibana, Grafana, or Postman. - High attention to detail with excellent written and verbal communication skills. Why Join Us At Apexx Global, we offer a relaxed, high-trust, and high-performing culture. Enjoy comprehensive health insurance, learning and development budgets, paid birthday leaves, and fun monthly team outings.