Customer Support Engineer

📋 Description

• Serve as the primary point of technical support for Oscilar’s clientele.

• Assess, prioritize, diagnose, and resolve issues submitted through the support system.

• Work in conjunction with the Support Engineering Lead, Solutions Engineering, and Product/Engineering teams to facilitate the resolution of intricate problems.

• Create and execute SQL queries and Python scripts to troubleshoot and replicate customer issues.

• Analyze API integrations to detect misconfigurations, errors, or software bugs.

• Ensure clear, prompt, and professional communication with customers in both Tagalog and English.

• Record the steps taken to resolve issues and contribute to the internal knowledge repository.

• Provide insights to Product and Engineering teams to enhance the platform and minimize recurring issues.

• Take part in an on-call rotation to assist with critical incidents.

⛳️ Requirements

• Over 5 years of experience in technical support, solutions engineering, or customer-facing engineering roles within the SaaS, fintech, or enterprise software sectors.

• Strong technical expertise in:

• REST API integrations

• SQL (querying and debugging data issues)

• Python (basic scripting and debugging for issue replication or automation)

• Cloud Technologies

• Exceptional problem-solving and troubleshooting capabilities.

• Proficient written and verbal communication skills in both English and Tagalog—able to clearly convey complex issues to customers.

• A customer-centric attitude with a strong sense of ownership, empathy, and professionalism when under pressure.

• Experience in risk management, fraud prevention, or AML systems (preferred qualification).

• Familiarity with AI/ML SaaS platforms (preferred qualification).

🏝️ Benefits

• Competitive salary and equity packages.

• Accelerated professional development alongside industry leaders.

• Contribute to making the digital economy safer by safeguarding online transactions.

• Join a global, rapidly growing AI startup addressing real-world challenges in fraud and risk.

• Enjoy a remote-first, collaborative culture with colleagues in the US, Poland, and beyond.

• Opportunity to gain in-depth knowledge in risk decisioning and customer support at scale.