Product support engineer

Sobre a vaga

As a Product Support Engineer at Feedzai, you will serve as the first point of contact for our customers, resolving the most complex and escalated technical issues within our cloud-based financial crime prevention platform. You will take full ownership of customer incidents, mitigate urgent problems, and escalate to engineering teams until complete resolution.

O que vais fazer

• 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

O que é pedido

• Bachelor’s degree in Computer Science, Engineering, or a related technical field—or equivalent professional experience
• 3–7 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

Valorizado

• Spanish proficiency is a plus

O que é oferecido

• Additional compensation for on-call rotation
• Annual training budget for each Feedzaian
• Flex/Remote work policy
• Full remote options for employees who are not near one of our global offices

Processo de entrevista

Normalmente segue esta estrutura:

• Entrevista com Recrutador
• 1ª Entrevista técnica com equipa (pode ser live coding ou take home exercise)
• 2ª Entrevista técnica (pode ser system design live ou management skills)
• Entrevista Final com Management

✸ Benefícios e vantagens (8)

• Acções da empresa
• Comida, fruta e bebida
• Dias extra
• Flex benefits
• Plafond certificações e conferências
• Prémios de performance
• Seguro de saúde
• Semana 4 dias de trabalho ou horário reduzido