Platform Support Engineer — Global Fintech, NA

Liberis; Atlanta (GA); Hybrid; USD 85,000 - 110,000; Full time

Job summary

Liberis is seeking a Platform Support Engineer to troubleshoot and resolve platform issues, partnering with engineers, product teams and customers. You’ll own tickets from inquiry to resolution and collaborate with Sales, Operations and Finance to improve customer journeys.

Join our Engineering Support team focused on North America, with a hybrid work approach and in-office collaboration three days a week, plus flexible scheduling to meet team needs.

Qualifications

• Proven success resolving software support issues in a technical role.
• Experience writing SQL queries and interpreting logs.
• Ability to trace API behaviour and explain issues clearly.
• Track record of keeping stakeholders updated.
• Comfort handling multiple cases with prioritization.

Responsibilities

• Investigate and resolve platform issues. Use SQL, logs, error messages and code to understand what’s happening, identify the cause and find a solution.
• Own support cases from start to finish. Gather evidence, clarify the problem, set clear expectations and keep customers, partners and colleagues updated.
• Build your platform expertise. Develop the knowledge to resolve a significant proportion of requests independently, while meeting response and resolution SLAs.
• Make escalations count. Reproduce issues, write clear bug reports and bring in the right Product and Engineering colleagues when changes are needed.
• Help prevent repeat problems. Work across teams to identify recurring issues and support lasting fixes.
• Improve how we support our users. Keep runbooks and documentation useful, strengthen triage processes and share insights into platform stability.
• Support our North American customers and partners. Build strong relationships and provide clear, empathetic support when it matters most.

Skills

SQL

Log analysis

API troubleshooting

Customer communication

Issue ownership

Tools

API debugging tools

Runbooks

Logging platforms

Job description

Liberis is seeking a Platform Support Engineer to troubleshoot and resolve platform issues, partnering with engineers, product teams and customers. You’ll own tickets from inquiry to resolution and collaborate with Sales, Operations and Finance to improve customer journeys.

Join our Engineering Support team focused on North America, with a hybrid work approach and in-office collaboration three days a week, plus flexible scheduling to meet team needs.