Job Description

Company Description
Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Get to know our Team:
L2 Tech Support team is responsible for providing technical assistance to various Support and Engg teams both internal and external. Team will provide technical support with respect to issues raised by various teams related to Consumers which includes Passengers, Drivers, Merchants and any other partners.
Get to know the Role:

• Provide technical support to customer issues and other complex and escalated issues.
• Provide troubleshooting and technical support via Jira, messenger, other Web based tools and email etc.
• Act as a liaison between customers, Support teams and Engineering teams.
• Collaborate with other teams and experts whenever required to solve complex technical issues.
• You will be reporting to Senior Specialist Payment Operations in the team.
• This is a hybrid role based in Bangalore only.

The Critical Tasks You Will Perform

• Support product and feature launches by collaborating with business operations and engineering teams.
• Troubleshoot and resolve technical issues, ensuring minimal disruption to stakeholders.
• Enhance system reliability, stability, and scalability in partnership with engineering teams.
• Lead outage calls, driving issue resolution to minimize user impact.
• Document and share operational, maintenance, and troubleshooting procedures across teams.

Qualifications
The Essential Skills You Will Need

• Minimum of 3 years of relevant experience with a Bachelor's degree in Engineering/B.Tech.
• Must have at least 2 years experience related to support or operations.
• Strong database knowledge, particularly MySQL, with experience in writing SQL queries.
• Hands-on experience in supporting product, system, or application launches with an understanding of SDLC.
• Proficiency in online tools such as Go-LanG, Kibana, Jira, power-Bi and web-based email platforms.
• Excellent troubleshooting and problem-solving skills to diagnose complex technical issues by code debugging.
• Ability to implement processes for efficient issue tracking, reporting, and resolution while maintaining SLAs.

Additional Information
Life at Grab
We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.

What we stand for at Grab
We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.