Product Support Engineer (US)

The Product Support Engineer serves as front-line contact for Feedzai’s customers by resolving pre-production and post-production technical issues in Feedzai’s cloud-based financial crime prevention products. The Product Support Engineer takes ownership of the customer issues, mitigates urgent problems, escalates to dedicated engineering teams when required, and ensures issues are fully resolved.The role involves analysis of complex problems from Feedzai's product and an in-depth examination of the interaction between the product and the customer's origin infrastructure. As such, we’re looking for support engineers with L1-L2-L3 support experience or the capabilities to perform those job duties.

Development experience is not a requirement, however, they must have a technical background and an understanding of programming.

You:

In this role, you will have the opportunity to engage with individuals from diverse cultures worldwide, gaining invaluable insights into the global business landscape. You will play a pivotal role in safeguarding individuals on a daily basis, contributing to a safer environment. Expect to encounter new technologies, processes, and perspectives, presenting opportunities for personal and professional growth. Join us in our mission to make a positive impact and contribute to changing the world.

Your Day to Day:

• Triage and escalate client support tickets diligently, ensuring thorough follow-up procedures, maintaining tickets statuses current, and proactively informing clients of our progress.
• Collaborate with clients to address ongoing incidents, adjusting communication methods and prioritizing actions as required.
• Take proactive measures to raise identified issues promptly, whether to clients or Feedzai management, ensuring transparency and swift resolution.
• Provide constructive feedback based on lessons learned from resolved issues, process enhancements, and encountered situations.
• Collaborates with colleagues across the support, consulting, and product development teams, fostering effective communication and teamwork at every organizational level.
• Acquire foundational knowledge of Feedzai client implementations and gain a deeper understanding of your assigned accounts and products.
• Familiarize yourself with Knowledge Base articles, Confluence processes, and basic product features, leveraging this knowledge to efficiently address tickets of lower complexity.
• In your role, you will collaborate closely with fellow members of the support team, along with consultants and product developers from the support escalation teams.
• As a support engineer, you will receive structured guidance from senior engineers. While carrying out assigned tasks, it is expected that you proactively seek out knowledge and assistance as needed.

You Have & You Know-how:

• Bachelor's Degree in Computer Science or relevant background/experience in a related field (Must);
• Excellent written and verbal communication skills;
• Able to create customer-facing documents (e.g., RCA documents) with clear technical explanations and data
• Ability to work autonomously in a fast-paced environment

Typically 2 to 4 years experience in a technical or support role

• Knowledge of basic concepts of Object Oriented Programming. Experience in Java programming would be ideal
• Basic hands-on experience with development tools ( Git, IDEs or similar tools)
• Knowledge of databases (Cassandra and SQL, ideally)