Product Support Engineer

Feedzai; Portugal; Remote; EUR 55,000 - 85,000; Full time

Job summary

Feedzai is seeking a Product Support Engineer to act as the first line of contact for customers and resolve complex pre/post-production issues in our cloud-based financial crime prevention platform.

You will own customer incidents, coordinate with engineering, and help improve knowledge bases while working in a fast-paced environment across L1–L3 support levels.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field.
• 3–7 years in a technical support, product support, or engineering role.
• Excellent written and verbal English communication.
• Ability to work autonomously in a fast-paced environment.
• Strong technical foundation with programming concepts (Java preferred).
• Familiarity with UNIX/Linux systems.
• Understanding of Object-Oriented Programming and REST APIs.
• Hands-on experience with Git, IDEs, and related utilities.
• Experience with Cassandra and SQL.
• Knowledge of distributed systems, high-availability architectures, and cloud platforms (AWS/GCP).
• Exposure to RabbitMQ or Kafka and coordination tools like Zookeeper.
• Spanish proficiency is a plus.

Responsibilities

• Serve as a technical expert on Feedzai’s products, resolving complex customer issues independently.
• Troubleshoot and resolve product/infrastructure issues in a 24/7 environment, adhering to SLA timelines.
• Manage customer communications, including calls and status updates to stakeholders.
• Document root causes, impacts, and resolutions for internal and external audiences.
• Escalate critical issues to engineering and coordinate cross-tier efforts.
• Act as liaison between Support and Engineering for RCA and hand-offs.
• Contribute to improve support documentation and knowledge bases.
• Translate customer feedback into actionable engineering requirements.
• Work with Shell scripting, SQL and Python for internal tools.
• participate in on-call rotation after 3–6 months with additional compensation.
• Mentor L1 support staff and provide escalation guidance.

Skills

Unix/Linux

Java

SQL

Git

REST APIs

Cloud platforms

RabbitMQ

Kafka

Education

Bachelor's degree in Computer Science or related field

Tools

Git

IDEs

Job description

At Feedzai, we're building a world of safer money. A world where financial institutions move faster than criminals. Where the payments that fund real lives through salaries, savings, and businesses are protected in real time. We use trusted AI to detect and prevent financial crime, fraud, and money laundering at scale: the world's top banks, payment networks, and acquirers trust our technology to safeguard more than one billion consumers and $9 trillion in payment volume every year.

Feedzai is a Series D company and has raised $282M to date. With a valuation of $2 billion, our technology protects 1 billion consumers and 90 billion transactions each year.

The Customer Success Team

is responsible for delivering our product to our clients. This includes education, configuration, solution development, and risk strategy to enable our clients to address their pain points. We collaborate with our clients to ensure they have the right solution, build out a strategy and training plan for them, and then support them through each phase of our client lifecycle. We grow at a fast clip and believe no challenge is too big or too small. Therefore, we have an open environment that encourages us to lean in, try new things, and discover our potential.

You:

As a Product Support Engineer at Feedzai, you will serve as the first point of contact for our customers, resolving the most complex and escalated pre-production and post-production technical issues within our cloud-based financial crime prevention platform. This role requires a strong technical foundation, problem-solving mindset, and customer-centric attitude to ensure that customer issues are addressed promptly and effectively.

You’ll be expected to take full ownership of customer incidents, mitigate urgent problems, ... This position involves analyzing complex technical issues across Feedzai’s products, their interaction with customers’ infrastructure, and communicating with stakeholders across all levels of seniority. We are looking for professionals with experience across L1, L2, and L3 support levels—or with the technical capability to operate across these levels.

Your Day to Day:

• Serve as a technical expert on Feedzai’s products, resolving complex customer issues independently.
• Troubleshoot and resolve product and infrastructure-related issues in a 24/7 environment, adhering to established SLA timelines.
• Manage customer communications effectively, including conference calls and status updates to stakeholders.
• Clearly document and communicate issue root causes, impacts, and resolution steps to internal and external stakeholders.
• Escalate critical issues to the appropriate engineering teams and coordinate resolution efforts across multiple tiers of support.
• Serve as the primary technical liaison between Support and Engineering, driving root cause analysis (RCA) and ensuring efficient hand-offs for critical issues.
• Contribute to the continuous improvement of support documentation, including the creation of internal and external knowledge base articles.
• Translate customer feedback into actionable engineering requirements and collaborate with Engineering and Customer Success teams to prioritize enhancements.
• Regularly interact with internal tools and bug-fixing processes using Shell scripting, SQL, and/or Python.
• After 3–6 months, participate in the on-call rotation for handling high-priority issues during weekends (approximately one weekend every three weeks), with additional compensation.
• Serve as a mentor and escalation point for L1 support staff, providing technical guidance and peer review for incident resolution.

You Have & You Know-how:

• Bachelor’s degree in Computer Science, Engineering, or a related technical field—or equivalent professional experience.
• 3–7 years of experience in a technical support, product support, or engineering role.
• Excellent written and verbal communication skills in English, with the ability to produce clear, professional customer-facing documentation (e.g., Root Cause Analysis reports).
• Ability to work autonomously in a fast-paced, dynamic environment.
• Strong technical foundation, with a solid understanding of programming concepts (development experience is a plus, but not required).
• Familiarity with UNIX/Linux systems.
• Understanding of Object-Oriented Programming principles (experience with Java is preferred).
• Hands-on experience with development tools such as Git, IDEs, and related utilities.
• Experience with databases, particularly Cassandra and SQL.
• Knowledge of distributed systems, high-availability architectures, and web technologies (especially REST APIs).
• Familiarity with cloud platforms such as AWS or GCP.
• Exposure to messaging systems like RabbitMQ or Kafka, and coordination tools such as Zookeeper.
• Spanish proficiency is a plus.

#LI-Remote

Your First 30-Days at Feedzai:

You will be immersed in our brand with training, connections, and one-on-one time with your manager. You may shadow your colleagues virtually or onsite at an office depending on where you work as you are supported through your Feedzai journey. In addition, you will have access to a ton of information to give you history, context, and all the knowledge you can handle about Feedzai and the team. Finally, you will start working on projects and collaborating on work currently being done. We can't wait to have you join the team!

Life at Feedzai Instagram

Feedzai Culture

Feedzai is an Equal Opportunity Employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Feedzai does not accept unsolicited resumes from recruiters or employment agencies.

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