Product Support Engineer

About the role

Feedzai is looking for a Product Support Engineer to be the first point of contact for customers using its cloud‑based financial crime prevention platform. You will own complex technical incidents, work across pre‑production and production environments, and collaborate with engineering and customer success teams to deliver timely resolutions.

Key responsibilities

• Serve as a technical expert, troubleshooting and resolving complex product and infrastructure issues in a 24/7 environment while meeting SLA timelines.
• Manage customer communications, including conference calls and status updates, and document root causes and resolution steps.
• Escalate critical incidents to engineering, drive root‑cause analysis, and coordinate multi‑tier support efforts.
• Contribute to knowledge‑base articles and improve support documentation.
• Participate in on‑call rotation after 3–6 months and mentor L1 support staff.

Required profile

• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent professional experience.
• 3–7 years of experience in technical/product support or engineering roles.
• Excellent written and verbal English communication skills.
• Ability to work autonomously in a fast‑paced environment.

Required skills

• Shell scripting
• SQL
• Python
• UNIX/Linux systems
• Java (object‑oriented programming)
• Git and IDEs
• Cassandra
• REST APIs
• AWS or GCP cloud platforms
• RabbitMQ, Kafka, Zookeeper