Product Suppot Engineer - Remote

Job Description

**JD - Product Support Engineer**  

Location: India (Remote)

Mode: Remote / Work from home

Experience: 2 Years

Employment: Full-time

**(Shift: Night shift --- US hours only)
*Note: Only candidates having experience with US banking sector with US payment domains (ACH, Wire, RTP \& card payments) are preffered.***  

**About the Role**  

We are looking for a Product Support Engineer (based in India, remote) to join our customer-facing team supporting our flagship platforms --- XD Ledger and XD Payments --- deployed at banks and financial institutions across North America. The role is the first line of technical response for customer-reported issues across these mission-critical products, where transaction-level SLAs are tight and the technical bar is high.

This is a night-shift role aligned to US business hours. The successful candidate will work closely with engineering, implementation, and product teams to triage, troubleshoot, and resolve issues end-to-end.

**Responsibilities:**  

• Act as first- and second-line responder to customer tickets across XD Ledger and XD Payments

• Triage incoming issues, reproduce defects, and work with engineering on root-cause analysis

• Monitor payment flows (FedNow, TCH RTP, Visa B2B Connect, stablecoin rails) and ledger transaction health

• Investigate using application logs, API traces, database queries, and message-queue inspection

• Maintain and improve runbooks, knowledge-base articles, and customer-facing documentation

• Support customer onboarding, UAT, and certification cycles alongside the implementation team

• Drive timely communication with customers --- status updates, RCA reports, and post-incident reviews

• Operate as part of the night-shift coverage window aligned to US business hours

Mandatory Skills

• 2--4 years in product or technical support, ideally for a SaaS, fintech, or core-banking product

• Comfortable reading API logs, REST / JSON payloads, and basic SQL for investigation

• Working knowledge of payments concepts --- ACH, RTP, wire transfers, reconciliation

• Strong written and verbal communication --- most customer interaction is via ticket and email

• Familiarity with ticketing tools (Jira, ServiceNow, Zendesk, or equivalent)

• Linux fundamentals and basic shell / scripting comfort

• **Comfortable working night shift aligned to US business hours (approximately 6:30 PM -- 3:30 AM IST) on a permanent basis --- this role does not rotate to day shifts**  

• Stable home setup with reliable internet and a quiet workspace suitable for a remote night-shift role

**Preferred Skills:**  

• Exposure to ISO 20022, FedNow, TCH RTP, SWIFT, or Visa B2B Connect

• Familiarity with messaging systems --- Kafka, NATS, or IBM MQ

• Working knowledge of MongoDB or similar NoSQL databases

• Exposure to blockchain or stablecoin concepts

• Prior experience supporting banks or financial institutions directly

• Awareness of PCI / SOC2 compliance requirements