Product Support Engineer, Feedzai

• You are a natural problem solver who enjoys interacting with people from varied backgrounds
• You're able to think and reason clearly, you can learn technical issues quickly and you can communicate to customers with patience and empathy
• You are a good-humored team player, someone who’s reliable and accountable
• You care for the quality of your work and for the success of the product you're helping to improve
• You like owning a customer’s issue until it is resolved, doing your best to create Customer Delight
• 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 and Portuguese
• Ability to work autonomously in a fast-paced environment

Desirable

• The Product Support Engineering Team within the Customer Success Team are located across the globe
• We are responsible for supporting our clients with their production environment, all Feedzai product lines, and any technical issues that may arise
• In addition, we facilitate the entire life-cycle for client resolution collaborating with the product team, account management team, and other customer success team members
• We are knowledgeable and have technical and non-technical skill sets that help us do all aspects of our roles and work on other fun initiatives to continue growing as an individual and valued team members
• We’re always here to support teammates when they stumble and enable each other to keep reaching higher
• The Product Support Engineer serves as front line contact for our external customers by resolving pre production and post production technical issues and taking ownership until those issues are resolved
• This role involves analysis of complex problems from Feedzai's product and an in-depth examination of the interaction between product and the customer's origin infrastructure
• The Product Support Engineer plays a key role in supporting our clients and development teams
• Serve as front line contact for our external customers by resolving pre-production and post production technical issues
• Acting 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 SuccessTeam to implement these enhancements
• Occasionally work on internal bugs and supporting tools
• Your First 30-Days at Feedzai:
• You will be immersed in our brand with training, connections, and one-on-one time with your manager
• You may shadow your colleagues virtually or onsite at an office depending on where you work as you are supported through your Feedzai journey
• In addition, you will have access to a ton of information to give you history, context, and all the knowledge you can handle about Feedzai and the team
• Finally, you will start working on projects and collaborating on work currently being done
• We can't wait to have you join the team!

• Please submit your CV in English