Platform Support Engineer

Liberis•Atlanta, GA

1d•Hybrid

About The Position

Liberis is building the embedded finance platform that lets partners around the world offer innovative funding products to their small business customers. We're a growth-stage fintech with teams in London, Nottingham, Atlanta, Stockholm, Munich and Mumbai, and we’re building a global Product, Data & Engineering team that thrives on autonomy, ownership, and is focused on impact! Our teams solve real-world problems for small businesses, shaping products that unlock opportunity at scale. Engineering is going through an AI-first transformation, rethinking how teams are structured and how they ship. It's changing what a small team can do! We empower our teams to make decisions, move fast, and take full responsibility for the solutions they deliver. You’ll join a team where curiosity is encouraged and collaboration across Product, Data, Delivery and Engineering is the norm. We’re looking for a Platform Support Engineer who combines technical curiosity with a real commitment to customer care. You’ll dig into platform issues, connect the dots across teams and take ownership from the first enquiry through to resolution. You’ll join our Engineering Support team, working at the point where Engineering, our partners and our customers meet. The team supports customers across Europe, the UK and North America, with this role primarily focused on our North American regions. Your day could include investigating an API issue with a partner’s engineering team, working with Sales, Operations and Finance to untangle a customer journey, or improving a runbook to help the team resolve the next issue faster. You’ll build a deep understanding of our platform, work closely with our global Product and Engineering teams, and help make the Liberis experience better for everyone who relies on it.

Requirements

Proven success resolving software support issues in a technical, application or platform support role, with examples of problems you’ve investigated and taken through to resolution.
Practical experience using technical tools to troubleshoot, including writing SQL queries to check data, interpreting logs and error messages, and investigating or explaining API behaviour.
Examples of investigating beyond the initial symptoms, tracing how a system works and reading relevant code to understand the cause of an issue.
Experience finding solutions or workarounds, with examples of how you tested your assumptions and helped users move forward.
Experience communicating with customers, technical teams and internal stakeholders, including explaining complex issues clearly, managing expectations and working with non-technical stakeholders.
Experience managing multiple support cases, prioritising competing requests, keeping accurate records and progressing blocked issues through timely follow-up or escalation.
Examples of owning the customer experience from enquiry to resolution, keeping users informed and checking that the solution addressed their needs.

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.