Engineer

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.