Required Support Engineer
About the position
As a Support Engineer, you will be responsible for providing technical support to enterprise customers, ensuring high service quality, and maintaining customer satisfaction. You will work closely with internal teams to investigate, troubleshoot, and resolve complex technical issues in a fast-paced, production environment.
Responsibilities:
Own and manage critical and high-impact production issues end-to-end
Lead deep technical investigations across platform components, integrations, and data flows
Work closely with R&D, CloudOps, Product, and Professional Services to drive resolution
Analyze logs, transaction data, and system behavior to identify root causes
Troubleshoot complex issues across APIs, ETL processes, configurations, and integrations
Proactively identify recurring issues and drive root cause analysis (RCA) and long-term solutions
Improve monitoring, alerting, and support processes
Contribute to internal documentation and knowledge base
Support release activities, upgrades, and production deployments
Communicate effectively with customers, including during high-pressure incidents.
About the position
As a Support Engineer, you will be responsible for providing technical support to enterprise customers, ensuring high service quality, and maintaining customer satisfaction. You will work closely with internal teams to investigate, troubleshoot, and resolve complex technical issues in a fast-paced, production environment.
Responsibilities:
Own and manage critical and high-impact production issues end-to-end
Lead deep technical investigations across platform components, integrations, and data flows
Work closely with R&D, CloudOps, Product, and Professional Services to drive resolution
Analyze logs, transaction data, and system behavior to identify root causes
Troubleshoot complex issues across APIs, ETL processes, configurations, and integrations
Proactively identify recurring issues and drive root cause analysis (RCA) and long-term solutions
Improve monitoring, alerting, and support processes
Contribute to internal documentation and knowledge base
Support release activities, upgrades, and production deployments
Communicate effectively with customers, including during high-pressure incidents.
Requirements:
4+ years of experience in technical support, production engineering, or similar roles
Strong experience in troubleshooting complex systems in production environments
Proven ability to own incidents and drive resolution across multiple teams
Strong analytical and problem-solving skills
Experience working in a customer-facing role in a B2B environment
Hands-on experience with SQL and data analysis
Experience working with APIs and integrations
Experience working with AI-driven or data-intensive platforms
Familiarity with monitoring and logging tools (e.g., Coralogix, Datadog, ELK)
Experience with tools such as Postman and Zendesk
Strong communication skills in English (written and verbal)
Ability to work under pressure and manage multiple priorities
Bachelors degree in Business Analysis, Data Analysis, Computer Science, or a related field
Willing to be available for OnCall during weekends
Nice to have:
Experience in financial services (banking, payments, credit cards, or insurance)
Experience with SaaS platforms and cloud environments.
4+ years of experience in technical support, production engineering, or similar roles
Strong experience in troubleshooting complex systems in production environments
Proven ability to own incidents and drive resolution across multiple teams
Strong analytical and problem-solving skills
Experience working in a customer-facing role in a B2B environment
Hands-on experience with SQL and data analysis
Experience working with APIs and integrations
Experience working with AI-driven or data-intensive platforms
Familiarity with monitoring and logging tools (e.g., Coralogix, Datadog, ELK)
Experience with tools such as Postman and Zendesk
Strong communication skills in English (written and verbal)
Ability to work under pressure and manage multiple priorities
Bachelors degree in Business Analysis, Data Analysis, Computer Science, or a related field
Willing to be available for OnCall during weekends
Nice to have:
Experience in financial services (banking, payments, credit cards, or insurance)
Experience with SaaS platforms and cloud environments.
This position is open to all candidates.
