Product Support Engineer (DT)

We are seeking a highly skilled and motivated Product Support Engineer to join exciting and rapidly growing billing industry. In this role, youll leverage your deep product knowledge and technical expertise to support all areas of the billing and revenue platform. You will be the go-to expert for diagnosing and resolving the most complex technical challenges, ensuring seamless operation and exceptional client experience.

Responsibilities:

• Use trace analysis, debug skills, code, and proprietary tools to analyze system problems and develop and test solutions for higher priority/more complex issues.
• Perform analysis techniques to manage critical situations that involve technically challenging issues.
• Execute platform and code tests. Identify and communicate defects through creation, prioritization, and organization of those defects via internal tracking system (JIRA); build/lead corrective action plans for these defects as appropriate.
• Work as an extension of (or "Bridge the gap between") the Product, Support, and Engineering teams. Provide engineering-quality code fixes for minor defects to the core application and/or themes; attend Sprint and Release Train meetings and disseminate information to other teams within the organization when necessary.
• Contribute to the software development of tools, apps, or core software improvements, including feature requests coming directly from customers.
• Assist agencies and high-value clients with creating and troubleshooting custom API solutions as needed
  Maintain strong working knowledge of released products and participate in pre-release activities, BETA programs, and ongoing improvement of products.
• Communicate and help solve complex issues for our customers via escalation process.
• Act as a product advocate for customers and provides client prospective/client feedback to the engineering/product team.
• Perform other duties and assignments as required.

Experience/Skills Required:

• Conversational English level (B2+/C1)
• Good troubleshooting, testing, and debugging skills
• Formal training or equivalent experience with full-stack development languages such as Java, JavaScript, Node.JS, React, and JSON
• Familiarity with Spring framework and Hibernate
• Capable of performing, testing and debugging API requests
• Ability to self manage to prioritize the most critical needs of the team; exceptional time management, and the ability to work independently
• Good understanding of SQL basics (joins, CRUD operations)
• General understanding of code deployment and supporting tools like GitLab, Artifactory, etc.
• Exceptional verbal and written communication skills
• Helping people is what you do, and you look forward to helping in any way you can - whether it's our customer or internal stakeholders
• Teamwork isn't something you just talk about, you believe in it, and help keep it going
• Working on complex puzzles and finding out why things tick interest you.

Experience/Skills Preferred:

• Intermediate or advanced level experience with SQL (indices, explain plans, window functions).
• Familiarity with Apache Kafka and/or MSK.
• Familiarity with internal tools (logstash, kibana, sumologic, logicmonitor).
• Basic understanding of Swagger API specification