Product Support Engineer

Summary

Join Feedzai's Product Support Engineering Team as a Product Support Engineer and be the first point of contact for resolving technical issues for our external customers. You will analyze complex problems, work in a 24x7 environment, and collaborate with development and customer success teams. This role requires strong problem-solving skills, excellent communication, and experience with Java application support and client interaction. You'll be responsible for owning customer issues until resolution, ensuring customer delight. The position offers opportunities for professional growth within a supportive and collaborative team environment. Feedzai is a global leader in risk management, offering a dynamic and rewarding work experience.

Requirements

• Bachelor’s Degree in Computer Science or a related field
• 2+ years of Java application support experience
• At least 1 year of Client-facing experience, preferably in a 24X7 environment, with on-call duties
• HTTP, REST APIs and JSON
• Basic networking knowledge to debug network issues (e.g. DNS)
• Unix, Log processing/log analysis
• Knowledge of database management (i.e., SQL)
• Familiarity with technologies like: Java Script, J2EE (using Tomcat and/or Websphere), Web Services (SOAP, XML), Configuring web servers (Apache, IIS) and the infrastructure necessary to support a dynamic website (load balancers, connecting to databases, etc), SQL and databases
• Excellent written and verbal communication skills in English, Spanish and Portuguese
• Ability to work autonomously in a fast-paced environment

Responsibilities

• Serve as front line contact for our external customers by resolving pre-production and post-production technical issues
• Act as a technical expert on Feedzai products, demonstrating leadership and working independently to resolve complex technical problems, including escalations to our development team
• Resolve technical issues related to product and infrastructure in a 24x7 environment
• Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements of services. Work closely with Engineering and Customer Success Team to implement these enhancements
• Occasionally work on internal bugs and supporting tools

Preferred Qualifications

• Understanding or experience with Cassandra databases (cqlsh)
• Experience with container platforms such as Docker
• Knowledge of messaging systems (RabbitMQ, ActiveMQ, ZeroMQ)
• Previous experience with data science (machine learning, modeling, algorithms)
• Fluent in a second language, preferably one of the following: French, German, or Spanish