Associate Tech Consultant - EPG Support Engineer

• We are seeking a EPG Support Engineer to provide advanced technical support for complex application and production issues across enterprise payment platforms.
• The ideal candidate will combine hands-on troubleshooting with strong technical analysis to investigate production incidents, validate suspected software defects, determine issue ownership, and coordinate resolution across Application Support, Engineering, DevOps, Product, and other partner teams.

Day to Day Job Duties:

• Investigate and troubleshoot complex application, integration, and production support issues.
• Perform root cause analysis using application logs, transaction data, system diagnostics, source code, and configuration information.
• Validate suspected software defects and coordinate handoff to the appropriate engineering teams.
• Determine whether issues are related to application defects, configuration, integrations, infrastructure dependencies, data quality, third-party systems, or operational processes.
• Coordinate technical investigations across Application Support, Engineering, DevOps, Product, and other partner teams.
• Provide technical guidance, workarounds, and mitigation strategies for customer-impacting production issues.
• Perform code-level troubleshooting and defect analysis where required.
• Analyze database and transaction issues using SQL.
• Troubleshoot APIs, web services, and application integrations.
• Document technical findings, ownership, decisions, workarounds, and status updates in approved tracking systems.
• Support release validation and operational readiness activities where application expertise is required.
• Identify recurring production issues and contribute to permanent corrective actions.
• Develop and maintain runbooks, knowledge articles, troubleshooting guides, and support documentation.
• Identify opportunities for support automation and continuous process improvement.

• 1 3 years of experience in Software Engineering, Application Support, Production Support, or Application Operations.
• 1-3 years’ experience with SQL, application logs, APIs/web services, and system integration troubleshooting.

Core Technical Skills:

• Production Support: Tier 3/L3 Application Support, Incident Investigation
• Troubleshooting: Log Analysis, RCA, Defect Analysis, System Diagnostics
• Development: Java or another object-oriented programming language
• Database: SQL, Relational Databases, Transaction Analysis
• Integration: REST APIs, Web Services, System Integrations
• Operating Systems: Linux
• Observability: Splunk, AppDynamics, ELK, Datadog or similar
• ITSM & Tracking: ServiceNow, Jira
• Processes: Incident, Problem, Change & Release Management

Nice to Have:

• Experience with code-level troubleshooting and software defect analysis.
• Familiarity with Java-based enterprise applications.
• Experience troubleshooting APIs and distributed application integrations.
• Experience with Splunk, AppDynamics, ELK, Datadog, or similar monitoring and observability platforms.
• Working knowledge of Linux environments.
• Experience with Jira and ServiceNow.
• Familiarity with software release and production-readiness processes.
• Experience supporting payment processing, financial services, or transaction-based platforms.
• Exposure to automation and operational improvement initiatives.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent practical experience.

Key Competencies:

• Technical troubleshooting and root cause analysis
• Cross-functional collaboration
• Incident and problem management
• Clear technical documentation
• Knowledge sharing
• Continuous improvement
• Customer and service focus
• Strong analytical and problem-solving skills