Technical Product Support Engineer - 24/7 Cloud AI Platform

Feedzai; Portugal; Presencial; EUR 42 000 - 65 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Equal Opportunity Employer

Resumo da oferta

Feedzai, a leader in AI-powered financial crime prevention, seeks a Product Support Engineer to be the first technical contact for customers. You will own complex incidents end-to-end, coordinate with engineering, and drive resolution across pre- and post-production environments.

The role requires strong Unix/Linux knowledge, SQL/Cassandra, REST APIs, Git, and cloud familiarity (AWS/GCP). You’ll document root causes, contribute to knowledge bases, mentor L1 staff, and participate in on-call

Qualificações

• Bachelor’s degree in CS, Engineering, or related field, or equivalent experience.
• 3–7 years in technical support, product support, or engineering.
• Excellent written and verbal English; able to produce customer-facing docs.
• Ability to work autonomously in a fast-paced environment.
• Strong technical foundation; understanding of programming concepts (Java preferred).
• Familiarity with UNIX/Linux systems.
• Understanding of OOP principles.
• Hands-on with Git, IDEs, and related tools.
• Experience with Cassandra and SQL.
• Knowledge of distributed systems, high-availability, and REST APIs.
• Familiarity with AWS or GCP.
• Exposure to RabbitMQ or Kafka, and Zookeeper.
• Spanish proficiency is a plus.

Responsabilidades

• Serve as a technical expert on Feedzai products, resolving complex customer issues independently.
• Troubleshoot and resolve product and infra issues in a 24/7 environment per SLA.
• Manage customer communications, including conference calls and status updates.
• Document root causes, impacts, and resolution steps for stakeholders.
• Escalate critical issues to engineering and coordinate resolution across tiers.
• Act as liaison between Support and Engineering; drive RCA and hand-offs.
• Contribute to knowledge base articles and docs.
• Translate customer feedback into engineering requirements with other teams.
• Interact with internal tools and bug-fix processes using Shell/SQL/Python.
• After 3–6 months, participate in on-call weekends with extra compensation.
• Mentor and escalate for L1 staff; provide technical guidance.

Conhecimentos

Unix/Linux

Java

SQL

Git

REST APIs

Distributed systems

Cloud platforms (AWS/GCP)

Problem solving

English communication

OOP concepts

Formação académica

Bachelor’s degree in Computer Science/Engineering

Ferramentas

Git

IDEs

Shell scripting

Descrição da oferta de emprego

Feedzai, a leader in AI-powered financial crime prevention, seeks a Product Support Engineer to be the first technical contact for customers. You will own complex incidents end-to-end, coordinate with engineering, and drive resolution across pre- and post-production environments.

The role requires strong Unix/Linux knowledge, SQL/Cassandra, REST APIs, Git, and cloud familiarity (AWS/GCP). You’ll document root causes, contribute to knowledge bases, mentor L1 staff, and participate in on-call