Senior Engineering Support Analyst

Vacancy Name Senior Engineering Support Analyst

Vacancy No VN809

Job Title Senior Engineering Support Analyst

Work Location City Bangalore

About Solifi Solifi deliver a solid financial technology foundation for equipment, working capital, wholesale, and automotive finance firms. At Solifi, we believe that commerce is only as strong as the system it runs on. Our mission is to reshape finance technology by bringing together proven solutions into a singular powerful technology platform designed to help protect and scale financial organizations. We guard our customers by being precise and reliable, we guide their success by combining powerful technology with proven expertise, and we help them grow by unleashing their potential.

About The Team

The Engineering Support team is a collaborative, fast-paced team of professionals that utilizes their advanced product knowledge to provide Level 2 Support and Service to Solifi's customer base in response to Incidents, Problems and Service Requests. Solifi products are critical to the success of our customers' business operations and they depend on the Engineering Support team to be responsive, creative, and skilled at complex problem solving and software issue resolution.

About the Position The Engineering Support Analyst provides support for software incidents on Solifi product offerings for mission critical Front, Middle and Back office products and processes.

The Engineer researches issues, communicates with customers and internal teams to either restore service as efficiently as possible when service is unavailable or to deep dive into complex product issues in order to be able to recreate where possible and advise customer of different ways to achieve goals. To confirm issues are with customer 3rd party software interfaces or to confirm software defects within the Solifi Product set and liaise with the wider Solifi organization to provide workaround if possible and track defect fix through standard SDLC and Release Process.

In addition, the Engineering Support Analyst uses their technical and product knowledge to deliver Service Requests as submitted by customers for activity that falls between an Incident and a Change Request to the product.

All the above is carried out while adhering to organizational policies and ensuring customer satisfaction.

Role and Responsibilities As an Engineering Support Analyst, you will work closely with key stakeholders internal and external to Solifi, displaying deep product knowledge in all interactions along with excellent interpersonal skills and communication techniques.

The primary objective of the Engineering Support Analyst is to provide 2nd Line Application Services.

Taking the triaged information from Service Desk / Application Support according to Priority assigned and applying product and process knowledge to determine the nature of the issue.

Identify the way forward that may require a defect fix, a change request if product is working as designed or to explain to customer how to achieve their stated goal using the available functionality within the product.

To be the main SME between the customer and the internal service teams as well as consultant within the Support Operation teams.

Act as a liaison between departmental end-users, technical analysts, information technology analysts, consultants and other stakeholders in the maintenance of software applications.

Keep abreast of Product Changes and Enhancements

Understand Client's business needs and improve client satisfaction with transparency and effective communication.

About You

The purpose of the Engineering Support Analyst is to be a Product Expert that is a community-minded professional who embodies the following traits : Communicator – Facilitates a meaningful dialogue in any form (Verbal, Written, Non-verbal) between the people who make our product CALMS and those that use it. Analytical Thinker - Critically examines technical and non-technical issues and devises a solution to a problem – be it a process improvement, workaround, or touching base with people in order to create a satisfactory solution. Relationships - Encompasses the Corporate customer and Internal teams as equal partners, considering themselves as an extension of their team, treating their problems as their own and provides a level of service that they would expect themselves. Compassionate – Desires to passionately promote a positive, optimistic collaborative, empathetic and creative approach to the core competencies of the role which involves :

• People
• Problems
• Products
• Procedures
• Processes Previous experience working in a Software or Product Support related environment Experience of technical skills and tools that allow you to perform analysis system, information extraction and process issues e.g. SQL Queries. Strong Support and Analytical skills (may also suit someone from a Testing or Business Analyst background) Experience in using Industry Standard ITSM Toolsets desirable (eg JIRA) Proficient in MS Office (advanced MS Excel experience desirable) ITIL V3 Qualification (desirable but not essential) Excellent communications skills (Written and Verbal) Incident and Problem management experience or equivalent Ability to take ownership and be responsible for actions to be delivered against SLA's Experience in finance or banking industry (desirable but not essential) Ability to build relationships quickly with clients and have clear communication. Passion for accuracy and an eye for detail.

Preferred Experience Level 5 Years

Preferred Education Level Bachelor's Degree

Employment Basis Full Time

Benefits Group Medical Insurance, Group Personal Accident, Employee Anniversary gift, Loyalty Bonus, Employee Referral Bonus, Rewards and Recognition program, Wellness Allowance, Privilege Leave (PL) : 15 days per year, Casual Leave (CL) 12 days per year, Maternity / paternity / Bereavement leave

Applications Close Date 10 Apr 2026

Skills Required

Itil V3, Sql Queries, Ms Office, Jira