Product Support Engineer
Core
Serve as the first point of contact for customers, resolving complex pre-production and post-production technical issues within a cloud-based financial crime prevention platform.
Role type
Senior Product Support Engineer (L1-L3)
Builds
Customer incident resolution and platform stability for financial institutions
Domain
Financial services / Financial crime prevention
Deliverable
client delivery
Required skills
Root cause analysis, incident management, stakeholder communication, technical documentation, shell scripting, SQL, Python, UNIX/Linux, distributed systems, REST APIs, cloud platforms (AWS/GCP), messaging systems (RabbitMQ/Kafka), OOP principles, Git
Preferred skills
Java development experience, Spanish proficiency
Technologies
AWS, GCP, Cassandra, SQL, RabbitMQ, Kafka, Zookeeper, Git, Shell, Python, Java
Responsibilities
Troubleshoot and resolve product and infrastructure-related issues in a 24/7 environment; Manage customer communications including conference calls and status updates; Document and communicate issue root causes, impacts, and resolution steps; Escalate critical issues to engineering teams and coordinate resolution efforts; Contribute to support documentation and knowledge base articles; Translate customer feedback into actionable engineering requirements; Participate in on-call rotation for high-priority weekend issues; Mentor L1 support staff
Seniority
Senior, hands-on IC with mentorship responsibilities