3
applicants

Technical Support Engineer - L1/L2

BotCalm (Pvt) Ltd   Matara • Full-time

Are you passionate about technology and helping customers solve problems? Join our growing team and play a key role in delivering exceptional technical support within a dynamic FinTech environment.

Key Responsibilities

  • Provide first-level technical troubleshooting, resolution, and follow-through for customer issues and inquiries via phone, email, chat, or ticketing systems.
  • Troubleshoot application and integration issues across web platforms and API services by reproducing defects, isolating root causes, and delivering solutions or high-quality escalations.
  • Guide users through solutions step-by-step, including remote assistance when required.
  • Create and maintain knowledge base articles, customer guides, and internal troubleshooting documentation.
  • Collaborate with Product and Engineering teams on bug triage, feature feedback, and service reliability improvements.
  • Monitor systems and applications using monitoring tools, ensuring timely identification and resolution of performance issues and bottlenecks.
  • Ensure all incidents and service requests are accurately documented and managed according to support procedures and service standards.

Requirements & Qualifications

  • Bachelor's Degree or equivalent educational qualification will be an added advantage.
  • Prior experience in Customer Support Engineering, Application Support Engineering, Professional Services, or a related field is an advantage.
  • Strong understanding of IT systems, software applications, and SaaS-based solutions.
  • Practical knowledge of how APIs work (endpoints, HTTP methods, status codes, JSON/XML payloads) and the mechanics of Webhooks.
  • Familiarity with API testing tools (e.g., Postman, cURL), browser developer tools.
  • Excellent communication skills with fluency in written and spoken English.
  • Strong analytical, problem-solving, and customer service skills.
  • Ability to work effectively in a shift-based environment.
  • A positive attitude, willingness to learn, and ability to work both independently and as part of a team.

If you are ready to build your career in technology and contribute to shaping the future of FinTech, we invite you to apply.