Support Engineer Remote (m/f/d)

Pliant

3d • Remote

About The Position

We’re looking for a (Technical) Support Engineer remote (m/f/d) to strengthen our Support Engineering team by owning the technical investigation and resolution of complex customer issues. You’ll act as the internal escalation point from 1st-Level Support, diving deep into technical topics across our Web Apps and API (SaaS) offerings. You’ll reproduce issues, analyze logs and data, validate API workflows, and coordinate cross-functionally with Customer Support, Product, and Engineering. When an issue requires a product change or a code fix, you’ll escalate with a high-quality technical handover that accelerates engineering resolution. You will work on real technical challenges, using modern tools, supporting our efforts to deliver world-class support. This role is Remote with preference working on EST timezone.

Requirements

• 3+ years in a role that includes deep technical troubleshooting (e.g., Technical Support Engineer, QA Engineer with strong debugging, and customer-facing investigations).
• Strong debugging and analytical skills, you can form hypotheses, test quickly, and converge on root cause.
• REST APIs + web fundamentals knowledge: HTTP, webhooks, auth (OAuth/JWT), idempotency
• Experience testing REST APIs using tools such as Postman and/or cURL
• Excellent communication skills, with the ability to bridge technical and non-technical audiences effectively.
• Comfortable writing SQL (PostgreSQL DB) queries (joins, aggregations) to validate system state and debug issues.
• Ability to read code for debugging assistance
• Hands-on experience investigating issues using logs and observability tooling (e.g., Datadog/Grafana/Splunk).
• High ownership & autonomy: You work independently, drive investigations to resolution, and know when to pull in others to move faster.
• Experience working with AI engineering tools: Claude, Codex, etc. and understanding of the ecosystem: skills, connectors, context engineering.
• Fluent in English

Nice To Haves

• Previous experience supporting fintech web apps or ERP integrations in accounting, invoicing, or payment systems.
• Basic scripting/automation (Python/JS) to speed up investigations
• Experience writing or maintaining technical documentation

Responsibilities

• Own complex technical cases end-to-end: Take over technical tickets from 1st-Level Support, drive investigation, and deliver clear outcomes such as solution, workaround, or escalation to Engineering or Product teams.
• Communication & SLA ownership: Ensure clear updates to stakeholders and adherence to SLAs throughout the ticket lifecycle.
• Escalate effectively (Engineering handover): Provide complete reproduction steps, impact assessment, logs/queries/screenshots as relevant, and a crisp hypothesis when possible.
• Coordinate cross-functionally: Align with Product & Engineering on prioritization, provide context, and keep Customer Support informed.
• Debug product and integration issues end-to-end: Analyze customer reports, reproduce behavior, compare against expected workflows, and isolate root causes. Diagnose technical problems using logs, system tools, and troubleshooting frameworks.
• Triage and classify issues: Distinguish between configuration/integration errors, data issues, product limitations, and genuine bugs.

Benefits

• Deep fintech exposure: Learn how a modern corporate card platform works end-to-end (cards, embedded finance, ERP/accounting workflows) through real customer cases and close collaboration with Product and Engineering.
• The opportunity to work in a growing team with big responsibilities that thrives on a strong exchange of knowledge and excellence
• Your choice of preferred OS, Windows or Mac
• Flat hierarchy and transparent communication in a relaxed, professional atmosphere
• Opportunity to develop your talent in a dynamic team with ambitious goals
• Flexibility and possibility to work remotely
• Company card with a monthly allowance for lunches, coffee, etc. with co-workers

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed