Customer Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Maintain platform stability by monitoring alerts, queues, and systems, handling customer tickets and incidents in line with SLAs. Troubleshoot non-trivial issues using logs, metrics, databases, and system tools, identify root causes, and escalate with structured analysis. Support incident management and client communications, contribute to post-incident learnings, and improve runbooks and documentation through automation and AI-driven troubleshooting within a follow-the-sun environment.

Location: Mexico City, Buenos Aires, El Salvador

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Monitor alerts, queues, and systems to ensure platform stability and handle customer tickets and incidents in line with SLAs
•Troubleshoot issues beyond documented procedures using logs, metrics, databases, and system tools; identify root causes and contribute to long-term fixes
•Escalate effectively with structured analysis and supporting data during problem investigation and resolution
•Participate in incident management for low to medium severity issues and support senior engineers during high-severity incidents, including client communication
•Improve runbooks, documentation, and troubleshooting guides; identify repetitive manual tasks and recommend automation opportunities

Key Requirements

•Working knowledge of SQL and PostgreSQL, Linux/command line environments, APIs, and tools such as Postman and AWS
•Ability to analyze logs, metrics, and system behavior to diagnose issues effectively
•Strong structured troubleshooting approach for incomplete or ambiguous information
•2–4 years of experience in technical support, application support, NOC, or similar roles
•Strong written and spoken English to communicate clearly with technical and non-technical audiences

Experience:2-4 yearsFintechBankingCard processingNOC

Skills:Analytical thinkingAttention to detailStructured troubleshootingClear communication

Languages:English

Tech Stack:SQLPostgreSQLLinuxCommand lineAPIsPostmanAWSDataDogELKAI toolsDatabasesLogging tools

Company Brief

Paymentology

Website

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Paymentology

1 month ago

Customer Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Mexico City, Buenos Aires, El Salvador

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Monitor alerts, queues, and systems to ensure platform stability and handle customer tickets and incidents in line with SLAs
•Troubleshoot issues beyond documented procedures using logs, metrics, databases, and system tools; identify root causes and contribute to long-term fixes
•Escalate effectively with structured analysis and supporting data during problem investigation and resolution
•Participate in incident management for low to medium severity issues and support senior engineers during high-severity incidents, including client communication
•Improve runbooks, documentation, and troubleshooting guides; identify repetitive manual tasks and recommend automation opportunities

Key Requirements

•Working knowledge of SQL and PostgreSQL, Linux/command line environments, APIs, and tools such as Postman and AWS
•Ability to analyze logs, metrics, and system behavior to diagnose issues effectively
•Strong structured troubleshooting approach for incomplete or ambiguous information
•2–4 years of experience in technical support, application support, NOC, or similar roles
•Strong written and spoken English to communicate clearly with technical and non-technical audiences

Experience:2-4 yearsFintechBankingCard processingNOC

Skills:Analytical thinkingAttention to detailStructured troubleshootingClear communication

Languages:English

Tech Stack:SQLPostgreSQLLinuxCommand lineAPIsPostmanAWSDataDogELKAI toolsDatabasesLogging tools

Company Brief

Paymentology

Website