Engineer

We are seeking a technically-savvy and customer-focused Client Services professional to act as the bridge between our Support/DEG/MS and Product Development team. This role is ideal for someone who combines a deep understanding of the product and domain with strong analytical and debugging skills. You will play a critical role in replying to queries, diagnosing product issues and ensuring timely resolution and communication.
Key Responsibilities: • Team Interface: Act as the bridge between the Support and Product Development teams, ensuring seamless communication of customer issues, technical challenges, and enhancement requests. • Technical Triage and Root Cause Assistance: Assist in analyzing escalated issues using MySQL or MSSQL along with application/server logs to help identify patterns or root causes before engaging development teams. • Debugging & Issue Reproduction: Reproduce reported issues in test environments, examine logs, and use SQL queries to retrieve and interpret data relevant to issues/queries • Product & Domain Expertise: Develop and maintain strong knowledge of the product and its underlying domain to contextualize issues and guide troubleshooting effectively • Knowledge Management: Document known issues, product limitations, and troubleshooting guidelines for internal use by support and development. • Data-Driven Feedback: Analyze ticket trends and recurring problems to proactively suggest product improvements or fixes. • Feedback Loop Maintenance: Track escalated tickets and enhancement requests to ensure they are prioritized appropriately and status updates are communicated back • Collaboration: Work closely with QA, Product Managers, and Developers to facilitate timely resolution of escalated issues and contribute to sprint planning discussions Requirements: • Bachelor’s degree in Computer Science, Information Systems, or a related field. • 2+ years of experience in client services, technical support, product operations, or a similar customer-facing technical role. • Proficiency in reading and writing SQL queries for basic data validation and investigation. • Experience analyzing application logs and debugging customer-reported issues. • Strong understanding of software product functionality, especially in SaaS or enterprise environments. • Excellent verbal and written communication skills. • Ability to translate technical details into clear, actionable information for cross-functional teams. • Familiarity with issue tracking and support tools (e.g., Fogbugz, Azure devops, SVN). Preferred Qualifications: • Experience with Agile or Scrum methodologies. • Exposure to REST APIs and browser-based debugging tools is a plus. • Familiarity with the Fintech domain is a strong advantage. • Prior experience in a product-driven company with a strong customer success culture.