IDfy - Senior Software Support Engineer

Company Overview :

IDfy is a leading technology company specializing in identity verification, risk mitigation, and digital onboarding solutions. By leveraging advanced AI and machine learning, IDfy helps businesses across banking, fintech, e-commerce, and the gig economy automate compliance and fraud detection. Operating at the intersection of trust and technology, the company processes millions of verifications, enabling seamless digital interactions for some of the largest enterprises in India and beyond. The culture is fast-paced, innovation-driven, and focused on solving complex real-world problems through scalable engineering.

Role Overview :

As a Senior Software Support Engineer (L2), you will serve as the critical bridge between our complex technical infrastructure and our enterprise clients. You will be responsible for diagnosing and resolving intricate technical issues that escalate beyond initial support tiers, ensuring high system availability and optimal performance. Working closely with product, engineering, and customer success teams, you will manage incident lifecycles, perform root cause analysis, and implement proactive fixes. Your work directly impacts client trust and operational efficiency, ensuring that our verification platforms remain reliable and responsive under high-volume demands.

Key Responsibilities :

- Resolve complex L2 technical escalations by performing deep-dive debugging of application logs, APIs, and database queries to restore service for enterprise clients.

- Collaborate with the engineering team to document recurring issues and contribute to long-term product stability by identifying patterns in system performance.

- Manage incident communication with stakeholders, providing clear, actionable updates during high-priority outages to maintain transparency and service level agreements.

- Optimize internal support workflows and knowledge base documentation to empower the L1 team and reduce the overall mean time to resolution.

- Monitor system health and performance metrics to proactively identify potential bottlenecks before they impact the end-user experience.

Required Skillset :

- Demonstrated proficiency in troubleshooting web applications, RESTful APIs, and microservices architectures within a high-traffic production environment.

- Strong command of SQL for data extraction and analysis, combined with the ability to read and interpret code in languages such as Python or Java to identify logic errors.

- Proven ability to communicate technical concepts to non-technical stakeholders, ensuring clarity and confidence during critical incident management.

- Exceptional analytical and problem-solving skills, with a track record of managing multiple high-priority tasks simultaneously in a fast-paced environment.

- A minimum of 4 to 6 years of experience in a technical support or software maintenance role, preferably within a SaaS or fintech organization.

- Ability to work effectively in an on-site capacity at our Mumbai office, collaborating closely with cross-functional engineering teams.

(ref:hirist.tech)