Support Engineer

This is a fully remote position, open to applicants in Germany.

📋 Description

• Manage intricate technical cases from start to finish: Take charge of technical tickets from 1st-Level Support, conduct investigations, and provide clear outcomes such as solutions, workarounds, or escalations to Engineering or Product teams.

• Communication & SLA accountability: Ensure consistent updates to stakeholders while adhering to SLAs throughout the ticket lifecycle.

• Effective escalation (Engineering handover): Supply comprehensive reproduction steps, impact assessments, logs/queries/screenshots as necessary, along with a concise hypothesis when applicable.

• Cross-functional coordination: Collaborate with Product & Engineering on prioritization, offer context, and keep Customer Support informed.

• End-to-end debugging of product and integration issues: Analyze customer reports, replicate behaviors, compare against expected workflows, and identify root causes. Diagnose technical issues utilizing logs, system tools, and troubleshooting frameworks.

• Issue triage and classification: Differentiate between configuration/integration errors, data issues, product limitations, and actual bugs.

⛳️ Requirements

• Over 3 years in a role that involves in-depth technical troubleshooting (e.g., Technical Support Engineer, QA Engineer with strong debugging skills, and customer-facing investigations).

• Strong debugging and analytical capabilities, with the ability to formulate hypotheses, test swiftly, and identify root causes.

• Knowledge of REST APIs and web fundamentals: HTTP, webhooks, authentication (OAuth/JWT), and idempotency.

• Experience in testing REST APIs using tools such as Postman and/or cURL.

• Exceptional communication skills, capable of connecting with both technical and non-technical audiences effectively.

• Proficient in writing SQL (PostgreSQL DB) queries (joins, aggregations) to validate system states and troubleshoot issues.

• Ability to read code for debugging support.

• Practical experience in investigating issues using logs and observability tools (e.g., Datadog/Grafana/Splunk).

• High degree of ownership & autonomy: You operate independently, drive investigations to resolution, and know when to engage others to expedite processes.

• Experience with AI engineering tools: Claude, Codex, etc., and familiarity with the ecosystem: skills, connectors, context engineering.

• Proficient in English.

🏝️ Benefits

• Extensive fintech exposure: Gain insights into how a modern corporate card platform operates end-to-end (cards, embedded finance, ERP/accounting workflows) through real customer cases and close collaboration with Product and Engineering.

• Opportunity to be part of a growing team with significant responsibilities that values knowledge sharing and excellence.

• Your choice of preferred operating system, either Windows or Mac.

• Flat hierarchy and open communication within a relaxed, professional environment.

• Potential to develop your skills within a dynamic team with ambitious objectives.

• Flexibility and the option to work remotely.

• Company card with a monthly allowance for lunches, coffee, etc., to enjoy with your colleagues.