Remote Cloud Product Support Engineer

Feedzai; Lisboa; Remote; EUR 45,000 - 65,000; Full time

Job summary

Feedzai is seeking a Product Support Engineer to be the first point of contact for customers, resolving complex pre-production and post-production technical issues within our cloud-based financial crime prevention platform.

You’ll take full ownership of customer incidents, mitigate urgent problems, escalate to engineering, and follow through to resolution. You’ll document RCA findings and mentor L1 staff, with weekend on-call coverage after the initial period.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field.
• 3–7 years in technical support, product support, or engineering role.
• Excellent written and verbal English communication; ability to produce clear customer-facing documentation (e.g., RCA reports).

Responsibilities

• 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 SLA timelines.
• Manage customer communications effectively, including conference calls and status updates to stakeholders.
• Clearly document root causes, impacts, and resolution steps for internal and external stakeholders.
• Escalate critical issues to engineering and coordinate resolution across multiple support tiers.
• Serve as the primary technical liaison between Support and Engineering, driving RCA and hand-offs for critical issues.
• Contribute to the improvement of support documentation and knowledge base articles.
• Translate customer feedback into actionable engineering requirements for enhancements.
• Interact with internal tools and bug-fix processes using Shell scripting, SQL, and/or Python.
• After 3–6 months, participate in on-call rotation for high-priority weekend issues with compensation.
• Mentor and act as escalation point for L1 support staff.

Skills

Problem solving

Autonomous work

Technical troubleshooting

L1-L3 support

Team collaboration

Education

Bachelor’s degree in Computer Science, Engineering, or related field

Tools

Git

Shell scripting

Python

SQL

Unix/Linux

Java

REST APIs

Cassandra

RabbitMQ

Kafka

Zookeeper

AWS

GCP

Job description

Feedzai is seeking a Product Support Engineer to be the first point of contact for customers, resolving complex pre-production and post-production technical issues within our cloud-based financial crime prevention platform.

You’ll take full ownership of customer incidents, mitigate urgent problems, escalate to engineering, and follow through to resolution. You’ll document RCA findings and mentor L1 staff, with weekend on-call coverage after the initial period.