Senior Product Support Engineer

The Customer Success Team is responsible for delivering our product to our clients. This includes education, configuration, solution development, and risk strategy to enable our clients to address their pain points. We collaborate with our clients to ensure they have the right solution, build out a strategy and training plan for them, and then support them through each phase of our client lifecycle. We grow at a fast clip and believe no challenge is too big or too small. Therefore, we have an open environment that encourages us to lean in, try new things, and discover our potential. 

You:

As a Senior Product Support Engineer at Feedzai, you will serve as the first point of contact for our customers, resolving the most complex and escalated pre-production and post-production technical issues within our cloud-based financial crime prevention platform. This role requires a strong technical foundation, problem-solving mindset, and customer-centric attitude to ensure that customer issues are addressed promptly and effectively.

You’ll be expected to take full ownership of customer incidents, mitigate urgent problems, escalate appropriately to our engineering teams, and follow through until complete resolution. This position involves analyzing complex technical issues across Feedzai’s products , their interaction with customers’ infrastructure, and communicating with stakeholders across all levels of seniority. We are looking for professionals with experience across L1, L2, and L3 support levels—or with the technical capability to operate across these levels.

Your Day to Day: 

• Serve as a technical expert on Feedzai’s products, resolving complex customer issues independently.


• Troubleshoot and resolve product and infrastructure-related issues in a 24/7 environment, adhering to established SLA timelines.


• Manage customer communications effectively, including conference calls and status updates to stakeholders.


• Clearly document and communicate issue root causes, impacts, and resolution steps to internal and external stakeholders.


• Escalate critical issues to the appropriate engineering teams and coordinate resolution efforts across multiple tiers of support.


• Serve as the primary technical liaison between Support and Engineering, driving root cause analysis (RCA) and ensuring efficient hand-offs for critical issues.


• Contribute to the continuous improvement of support documentation, including the creation of internal and external knowledge base articles.


• Translate customer feedback into actionable engineering requirements and collaborate with Engineering and Customer Success teams to prioritize enhancements.


• Regularly interact with internal tools and bug-fixing processes using Shell scripting, SQL, and/or Python.


• After 3–6 months, participate in the on-call rotation for handling high-priority issues during weekends (approximately one weekend every three weeks), with additional compensation.


• Serve as a mentor and escalation point for L1  support staff, providing technical guidance and peer review for incident resolution.
  
  

You Have & You Know-how: 

• Bachelor’s degree in Computer Science, Engineering, or a related technical field—or equivalent professional experience.


• 4–7 years of experience in a technical support, product support, or engineering role.


• Excellent written and verbal communication skills in English, with the ability to produce clear, professional customer-facing documentation (e.g., Root Cause Analysis reports).


• Ability to work autonomously in a fast-paced, dynamic environment.


• Strong technical foundation, with a solid understanding of programming concepts (development experience is a plus, but not required).


• Familiarity with UNIX/Linux systems.


• Understanding of Object-Oriented Programming principles (experience with Java is preferred).


• Hands-on experience with development tools such as Git, IDEs, and related utilities.


• Experience with databases, particularly Cassandra and SQL.


• Knowledge of distributed systems, high-availability architectures, and web technologies (especially REST APIs).


• Familiarity with cloud platforms such as AWS or GCP.


• Exposure to messaging systems like RabbitMQ or Kafka, and coordination tools such as Zookeeper.

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