Support Engineer

Support Engineer

You will join a high-growth, remote-first environment focused on fraud prevention and AML compliance, supporting a global platform used by banks, fintechs, and enterprises to detect and prevent financial crime in real time. In this role, you will sit at the intersection of technical support, engineering, and customer success, acting as a key problem solver for complex API-driven products. You will work closely with customers and internal engineering teams to troubleshoot issues, ensure platform reliability, and improve the overall support experience. The role requires strong technical depth, independence, and the ability to operate across multiple time zones in a fast-paced environment. You will also contribute to documentation, tooling, and process improvements that enhance customer self-service and operational efficiency. This is a highly impactful position where your work directly influences platform stability and customer trust.

Accountabilities:

• Serve as the first point of contact for customers, responding to technical and functional support requests across multiple channels.
• Investigate, prioritize, troubleshoot, and resolve complex technical issues related to APIs, SDKs, and platform integrations.
• Act as a subject matter expert on the platform, including APIs, web technologies, and payment/risk infrastructure.
• Collaborate with engineering teams to escalate and resolve bugs, providing detailed technical context and reproduction steps.
• Analyze logs, SQL queries, and system behavior to diagnose root causes of customer issues.
• Maintain and improve internal and external knowledge bases, documentation, and troubleshooting guides.
• Identify recurring issues and contribute to long-term product improvements and support automation.
• Work directly with customers to understand needs and propose effective technical solutions.
• Stay up to date on product changes, releases, and industry best practices in fraud and compliance technology.
• Contribute to improving support processes, tooling, and customer experience workflows.

Requirements:

• 5+ years of experience in technical support, support engineering, solutions engineering, or software engineering roles.
• Strong understanding of web technologies, APIs, REST architecture, and cloud-based systems.
• Proficiency in SQL, including joins and complex queries across multiple tables.
• Hands-on experience with API tools such as Postman or equivalent.
• Experience supporting B2B SaaS products, ideally in fintech, payments, or compliance environments.
• Ability to troubleshoot complex, ambiguous technical issues in high-pressure environments.
• Strong communication skills with the ability to explain technical concepts clearly to different audiences.
• Comfortable working independently in a remote, distributed, and global team setup.
• Experience handling high-volume ticketing environments and prioritizing effectively.

Benefits:

• Competitive compensation package including base salary and equity.
• 100% remote-first work environment ("work from anywhere" culture).
• Flexible paid time off and year-end break.
• Health, dental, and vision insurance coverage for employees and dependents (where applicable).
• Home office setup stipend (equipment support).
• Monthly meal stipend.
• Monthly social engagement stipend.
• Annual wellness and learning stipends.
• Early exercise of stock options with equity upside potential.
• MacBook Pro provided for work.
• Strong focus on autonomy, ownership, and performance-based culture.