Technical Support Specialist I Full Time

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Come build the future with us. Join an award-winning company that isn’t just shaping the financial industry, but transforming it in ways that create meaningful, lasting impact for millions of people.

Technical Support Specialist I

Job Summary

MX is looking for a Technical Support Specialist I who thrives in a fast-paced environment and is passionate about delivering exceptional customer support. In this role, you will be responsible for investigating, troubleshooting, and resolving customer issues through tickets, chat, and internal support channels while ensuring a top-notch support experience.

The ideal candidate should possess strong logical, analytical, and critical thinking skills, along with excellent troubleshooting, communication, and problem-solving abilities. This role requires the ability to diagnose technical issues, analyze application behavior, interpret data and logs, and collaborate effectively with internal teams to drive timely resolutions for customers.

The Technical Support Specialist I serves as a customer advocate and trusted support partner by identifying recurring issues, escalating product concerns appropriately, and helping improve the overall client and end-user experience. The role requires a willingness to learn new technologies, adapt to evolving processes, and continuously expand technical expertise.

Technical skills may include troubleshooting APIs, integrations, connectivity issues, data quality concerns, web applications, authentication workflows, application logs, and customer-impacting platform issues using support, documentation, ticketing, and collaboration tools such as Jira, Confluence, Zendesk, Pylon, and Jira Service Management.

Mandatory night shift availability is required for this role.

Job Requirements

• 2–4 years of experience in Customer Support, Technical Support, SaaS Support, or a related role, including troubleshooting technical issues in a customer-facing environment.
• Strong logical reasoning, analytical, troubleshooting, critical thinking, and problem-solving skills with excellent attention to detail.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical audiences.
• Strong customer service mindset with the ability to remain calm, professional, and solution-focused in escalated situations.
• Experience using help desk, ticketing, and customer support platforms such as Zendesk, Pylon, Jira Service Management, or similar case management tools.
• Experience analyzing application logs, support data, system behavior, and diagnostic information to investigate and resolve technical issues.
• Ability to investigate connectivity, data quality, authentication, and customer-impacting platform issues with familiarity in SaaS application troubleshooting methodologies and web-based technologies.
• Working knowledge of Jira, Slack, Google Workspace (Docs, Sheets, Slides, Gmail), and related collaboration platforms.
• Familiarity with OpenSearch to perform impact analysis.
• Strong organizational, documentation, workload management, and prioritization skills with the ability to work independently and collaboratively in a fast-paced environment.
• Strong aptitude for learning new technologies, tools, and business processes in a rapidly evolving environment.
• Ability to work effectively in a fast-paced and high-pressure customer support environment.
• Mandatory availability to work night shifts.

Preferred Qualifications

• Experience troubleshooting APIs, integrations, authentication workflows, or web-based applications.
• Working knowledge of APIs, JSON, XML, HTTP response codes, and common web technologies.
• Familiarity with knowledge management and documentation platforms such as Confluence.
• Experience supporting SaaS, fintech, or technology products.
• Previous experience in the financial services or fintech industry is a plus.

Compensation

The expected earnings for this role could be comprised of a base salary and other forms of cash compensation, such as bonus or commissions as applicable.

This pay range is just one component of MX’s total rewards package. MX takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location, skillset, peer compensation.

• Please note applicants applying for this position must have the legal right to work in India without the need for sponsorship. We are unable to provide work sponsorship for this role, and candidates should be able to verify their eligibility to work in the country independently. Proof of eligibility to work in India will be required as part of the hiring process.

Work Environment

In this role, a significant aspect of the job involves working in the office for a standard 40-hour workweek. We believe that the collaborative nature of our work and the face-to-face interactions among team members are essential for fostering a dynamic and productive work environment. Being present in the office enables seamless communication, facilitates quick decision-making, and encourages spontaneous collaboration that contributes to the overall success of our projects. We value the synergy that comes from having our team members physically together, allowing for immediate problem-solving, idea exchange, and team building.