I decided to write my first Medium writing in this way since it is nice to start with explaining what I did in iyzico. Both my friends in the other department and my friends outside were asking for the full detail of my work. Indeed, since it is a very general and multidisciplinary job, it can take a long time to explain. 🙂

I have been working as a Technical Support Engineer at iyzico since December 2019. I have always worked as a Software Engineer in my previous works. Before I applied here, I reviewed some personal information and technical skills about myself. This is a concept where communication ability and technical knowledge are combined. I am good at communication and I would like to use it more in my professional life. It is also very nice to use my technical knowledge and improve this aspect. So iyzico was the beginning of a very nice experience for me.

The concept of Technical Support Engineer is a very generic and multidisciplinary concept. So much so that the work done by the technical support engineer in one company and the work done by the technical support engineer in the other company can be very different. I will tell you what the technical support engineer does in general in terms of payment.

Working as a Technical Support Engineer at iyzico means learning the entire life cycle of a payment. This learning is both technical and business. It is necessary to grasp and understand the processes really well, so that we can find the most effective solution for an emergency response or problems. In this profession, both software and technical analysis and communication should be given very good direction. The work you do is mostly between software and business units in general. The most important business stakeholders are operation and key account team. They tell us about the problems arising from the customers or the applications we use internally, and the areas that need improvement, through Kanban Board. As iyzico, we use Java. There is also a relational database that we use. Usually a log tracing tool is where we trace errors. This tool is an app with such a wide range of searches. I must say it works very well. They also use on Amazon. Knowing and learning this tool is very important as a technical support engineer. Because it makes it very easy to find one of the most important tasks, that is, error and you can easily get into the details.

Log Tracing Tool — Black Friday ’19 Dashboard

It is necessary to read the code after finding the relevant exception from this tool, which makes it easier for us to do the works. From the code section, we find the place that caused the error and fix it according to the situation. But sometimes we can encounter errors that cannot be fixed. Here it is necessary to contact the relevant software team and take action accordingly. We make the necessary preparations and communication for their sprints to take this.

Kanban Board

All of you have faced with the works that have been opened when it is not actually a bug. The important thing is to explain this to the other side by using strong communication methods and to make them understand it in a way that will not be opened again. I think this is very important in this profession. In this context, it is necessary to establish the balance of communication between both software and business teams.

Technical support engineer is actually one of the best contributors to process improvement. Because in the whole process, he knows the most common problems and knows the areas that need to be developed in order to solve them. Therefore, it improves the process by working in coordination with software teams. We contribute with stakeholders.

As a technical support engineer in general, this is a short summary of my work at iyzico. I hope this article has been an answer to the question marks in your mind about this profession.