Production Support Executive

About OnGrid

OnGrid is a leading digital trust platform offering digital KYC, verifications, and background checks for onboarding employees, contractors users, merchants, customers, etc. Founded by IIT-B alumni, OnGrid has completed more than 1 billion+ verification transactions across 4000+ happy clients.

At OnGrid, we are focused on redefining and reimagining trust, safety, compliance and accountability through our platforms OnGrid, eLockr, and Gridlines. Having built these basic pillars of trust (and creating a profitable venture with 300+ full-time people in the process), we now want our imagination to be let loose and think of avenues never explored, and execute in ways never implemented before.

In this pursuit, we are looking for a motivated Production Support Executive who will act as the primary technical support point for our banking, fintech, and enterprise clients. The role involves troubleshooting API integrations, resolving client issues, supporting onboarding journeys (KYC/KYB), and ensuring smooth operation of verification and compliance products. The ideal candidate should have a strong technical understanding of APIs, BFSI workflows, and data verification systems while maintaining excellent communication with clients and internal teams.

Roles & Responsibilities

• Respond to customer queries to provide excellent customer service and ensure client satisfaction.
• Work with development teams to troubleshoot and resolve technical issues in a timely manner.
• Create and maintain documentation for support processes and procedures.
• Analyze system performance and identify areas for improvement.
• Collaborate with cross-functional teams to implement solutions and enhancements to the production environment.
• Provide excellent customer service to internal teams and external clients.
  
  

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 1-3 years of experience in a production support role(L1 & L2), preferably in a financial technology company.
• Strong knowledge of API, Postman, SQL(querying).
• Experience with monitoring tools such as Freshdesk, Zoho.
• Working knowledge of SQL and database management.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work well under pressure in a fast-paced environment.
• Team player with a positive attitude and a willingness to learn and adapt.