Product Support Associate

Job Description

Level: Junior / Associate 

Location: Onsite, Kupondole, Lalitpur 

Reporting : Product Manager 

Type: Full-time: 9am to 6pm

ABOUT THIRDFACTOR AI

We're part of PRIXA, building AI-powered identity infrastructure for Nepal's financial and government sectors. Small but focused team, real deployments, direct exposure to systems that operate at national scale from day one.

ABOUT THE ROLE

ThirdFactor AI builds identity verification infrastructure for Nepal's banks, telcos, and government agencies. Our stack runs Python-based machine learning models for face verification, liveness detection, document OCR and more. When these systems go live, real people depend on them working. This role exists to make sure they do.

You'll support client deployments end to end: UAT before launch, hands-on support during go-live, and resolving issues in production after. You'll also assist with QA when new systems or integrations roll out.

WHAT YOU'LL DO

Before go-live

• Work with client technical teams during UAT to validate integrations and catch issues before they reach production
• Test API integrations (REST/JSON) against defined test cases and flag anything that doesn't match expected behavior
• Help prepare test scripts and checklists for each client type — banking, telco, government
• Document bugs clearly and triage: is this a client-side config issue or a platform issue?

During go-live

• Be available on launch day — on-call if the window requires it
• Monitor error rates and API response logs in real time during the launch window
• Be the first point of contact for the client's technical team during critical hours
• Escalate to engineering fast when needed, with clear context — not just "it's broken"
• Write a brief post-go-live log after every launch

After go-live

• Handle L1 and L2 support tickets from clients
• Own the ticket from first acknowledgment to resolution — don't just pass it along
• Maintain a shared knowledge base of known issues and fixes
• Spot patterns: if the same error shows up across multiple clients, flag it as a platform issue

QA support

• Assist with regression testing after platform updates
• Run test cases for core flows: face match, liveness detection, document OCR, NID lookup
• Write bug reports that engineers can actually act on — steps to reproduce, environment, expected vs actual, severity

WHAT WE'RE LOOKING FOR

1. Must-have

• 1-2 years in technical support, QA, or a similar role also strong internship experience counts
• Comfortable reading API docs, HTTP logs, and JSON payloads
• Familiar with tools like Postman
• Can write clearly in both English and Nepali, Since you'll be communicating with engineers and government officers in the same week
• Calm when things break; you investigate before you panic

2. Good to have

• Basic Python — enough to read a script and understand what it's doing
• Exposure to ML systems or biometric/identity verification
• Experience with government or banking clients in Nepal
• Basic SQL for querying logs

3. Mindset

• Treat every bug like it's yours until proven otherwise
• Clients are stressed when things break — be the calm voice on the other end
• If it's not documented, it didn't happen

To apply: send your CV at [email protected]