The Role

• As a Technical Support Engineer, you’ll be the trusted voice of Indicina to our merchants, delivering not just support, but confidence, clarity, and technical excellence. You’ll play a vital role in managing our customer base by resolving product issues, answering technical inquiries, and ensuring that every merchant gets the most out of our solutions.
• This is a high-impact, cross-functional role that works closely with Engineering, Product, and Customer Success to ensure our clients have a seamless experience from end to end.

Key Responsibilities

• Serve as the first point of contact for technical support, delivering fast and friendly solutions
• Troubleshoot and diagnose software issues — escalating when needed and always keeping the customer in the loop
• Proactively identify recurring technical problems and suggest improvements to reduce future issues.
• Collaborate with Product and Engineering teams to relay feedback, escalate bugs, and advocate for merchant needs.
• Document solutions clearly to build an internal knowledge base and help clients resolve issues independently in the future.

Qualifications & Skills

• 2+ years of technical support, preferably in SaaS, FinTech, Payments, or Banking
• Familiarity with a modern tech stack, including:
• Languages/Frameworks: Node.js
• Databases: MySQL
• APIs: REST, GraphQL
• Other Tools: Jira, Git, Slack, Zendesk
• Excellent written and verbal communication skills—you know how to explain complex issues simply.