Product Support Engineer
IDfy
IDfy is hiring a Product Support Engineer in Mumbai to be the first technical point of contact for customers using its identity verification and risk platforms. You will investigate reported issues, read through API behaviour and logs, query data with SQL, and work through tickets in tools like Jira based on urgency and business impact. Since IDfy’s products handle verifications for banks, fintechs and e-commerce businesses, your work directly affects how quickly a client’s onboarding flow gets back to normal. The role suits freshers and early-career professionals who communicate clearly and enjoy solving problems.
This role is built for someone who likes figuring out why something broke and explaining the answer clearly to the person waiting on it. At IDfy, product support sits close to live customer traffic, so the work is practical, fast-moving and a strong first step into the technology industry.
Why This Role Matters
Identity verification is not a product that can stay broken for long. When a bank’s customer cannot complete onboarding, the delay is felt within minutes. As a Product Support Engineer, you are the person who picks up that report, works out whether the cause is a configuration issue, a data problem or a genuine product defect, and either fixes it or passes it to engineering with enough detail that they can act immediately.
A Typical Day In This Role
Your day will revolve around the ticket queue. You will read new tickets, judge which ones affect the most customers or carry the highest business risk, and handle those first. A routine issue might need a quick check of an API response. A harder one might need you to pull records with a SQL query, compare timestamps in logs and reproduce the problem before writing back to the customer.
Between tickets, you will update documentation, note recurring issues and suggest small fixes that stop the same question from coming back. Strong support engineers reduce their own workload over time, and this role gives you room to do that.
What We Are Looking For
The core expectation is 0–2 years of experience in product or technical support, though freshers with solid fundamentals are a natural fit. You should write and speak clearly, stay methodical under pressure, and be comfortable learning new tools quickly. A basic understanding of REST APIs, including requests, responses and status codes, is needed because most customer issues trace back to an integration.
Rotational Shifts Including Weekends
Candidates should be comfortable working in rotational shifts, weekends included, since customers operate across several time zones.
Required vs Preferred Skills
Area | Must Have | Good To Have |
|---|---|---|
Communication | Clear verbal and written English | Experience handling customers directly |
Technical base | REST API fundamentals | Basic SQL queries, simple Python scripts |
Tools | Willingness to learn ticketing systems | Jira, Freshdesk, Zendesk or ServiceNow |
Infrastructure | General troubleshooting approach | AWS, Azure or Google Cloud basics |
Monitoring | Curiosity about system health | Kibana, Splunk, Nagios or Grafana |
Troubleshooting Areas You Will Handle
Most issues fall into a few families: integration errors on the customer side, unexpected API responses, delays in verification results, and data mismatches between what a client expects and what the system returned. Learning to separate these quickly is the main skill this role develops.
Good support is rarely about knowing every answer. It is about asking the right questions in the right order.
Tools You Can Build Skills In
Jira SQL REST APIs Python Kibana Grafana
You do not need all of these on day one. Ticketing experience and basic SQL will make your first months easier. Small Python scripts that automate repetitive checks are valued, because they save time for the whole team.
Things Worth Learning Before Applying
Spend a weekend practising SQL joins, filters and aggregations on a sample database. Read how REST APIs behave and learn to use a tool like Postman to send requests and read responses. If you have never used a ticketing system, a free Jira account is enough to understand how priorities, statuses and escalations work. These small steps show recruiters that you can learn independently.
Career Direction From Here
Product support is a strong starting point for several paths. With time, engineers move into senior support, solutions engineering, customer success, QA and automation, or technical roles closer to development. Because you work with customers and engineers together, you build both communication ability and product knowledge, which are useful in any of these directions.
Keywords for Resume
Product Support • Technical Support • Ticket Resolution • Jira • SQL • REST APIs • Troubleshooting • Root Cause Analysis • Customer Communication • Incident Prioritization • Python Scripting • Freshdesk • Zendesk • ServiceNow • Log Analysis • Kibana • Grafana • AWS
Final Thoughts
For candidates who enjoy solving real customer problems and want early exposure to APIs, data and cloud-hosted products, this role offers a practical start. The shifts take adjustment, but the experience of supporting live verification systems for businesses across several regions carries weight on a resume.
The above article is written by me, a person interested in technology, automobiles, modern gadgets, movies, music, and clean aesthetics.
