产品支持工程师
Product Support Engineer
在Feedzai，我们正在打造一个更安全的金钱世界。一个金融机构比罪犯行动更快的世界。一个通过工资、储蓄和企业资助真实生活的支付得到实时保护的世界。我们使用可信的AI来大规模检测和防止金融犯罪、欺诈和洗钱：全球顶级银行、支付网络和收单机构都信任我们的技术，每年保护超过十亿消费者和9万亿美元的支付量。
Feedzai是一家D轮融资公司，至今已筹集2.82亿美元。估值达20亿美元，我们的技术每年保护10亿消费者和900亿笔交易。
**客户成功团队** 负责将我们的产品交付给客户。这包括教育、配置、解决方案开发和风险策略，以帮助客户解决他们的痛点。我们与客户合作，确保他们获得正确的解决方案，制定策略和培训计划，然后在客户生命周期的每个阶段提供支持。我们发展迅速，相信没有挑战是太大或太小的。因此，我们有一个开放的环境，鼓励我们积极面对，尝试新事物，并发掘我们的潜力。
**你：**
作为Feedzai的一名**产品支持工程师**，你将成为客户的首要联系人，解决我们基于云的金融犯罪预防平台中最复杂和最紧急的预生产及生产后技术问题。该职位需要扎实的技术基础、解决问题的思维和以客户为中心的态度，以确保客户问题得到及时有效的处理。
你需要对客户事件负全责，缓解紧急问题，适当地向工程团队升级，并跟进直至完全解决。该职位涉及分析Feedzai产品中的复杂技术问题，它们与客户基础设施的交互，并与各个层级的管理层进行沟通。我们寻找在L1、L2和L3支持级别有经验的专业人士——或者具备在这些级别操作的技术能力的人。
**你的日常：**
- 作为Feedzai产品的技术专家，独立解决复杂的客户问题。
- 在7x24小时环境中排查并解决产品和基础设施相关的问题，遵守既定的SLA时间要求。
查看英文原文
At Feedzai, we're building a world of safer money. A world where financial institutions move faster than criminals. Where the payments that fund real lives through salaries, savings, and businesses are protected in real time. We use trusted AI to detect and prevent financial crime, fraud, and money laundering at scale: the world's top banks, payment networks, and acquirers trust our technology to safeguard more than one billion consumers and $9 trillion in payment volume every year.
Feedzai is a Series D company and has raised $282M to date. With a valuation of $2 billion, our technology protects 1 billion consumers and 90 billion transactions each year.
**The Customer Success Team** is responsible for delivering our product to our clients. This includes education, configuration, solution development, and risk strategy to enable our clients to address their pain points. We collaborate with our clients to ensure they have the right solution, build out a strategy and training plan for them, and then support them through each phase of our client lifecycle. We grow at a fast clip and believe no challenge is too big or too small. Therefore, we have an open environment that encourages us to lean in, try new things, and discover our potential.
**You:**
As a **Product Support Engineer** at Feedzai, you will serve as the first point of contact for our customers, resolving the most complex and escalated pre-production and post-production technical issues within our cloud-based financial crime prevention platform. This role requires a strong technical foundation, problem-solving mindset, and customer-centric attitude to ensure that customer issues are addressed promptly and effectively.
You’ll be expected to take full ownership of customer incidents, mitigate urgent problems, escalate appropriately to our engineering teams, and follow through until complete resolution. This position involves analyzing complex technical issues across Feedzai’s products , their interaction with customers’ infrastructure, and communicating with stakeholders across all levels of seniority. We are looking for professionals with experience across L1, L2, and L3 support levels—or with the technical capability to operate across these levels.
**Your Day to Day:**
- Serve as a technical expert on Feedzai’s products, resolving complex customer issues independently.
- Troubleshoot and resolve product and infrastructure-related issues in a 24/7 environment, adhering to established SLA timelines.
- Manage customer communications effectively, including conference calls and status updates to stakeholders.
- Clearly document and communicate issue root causes, impacts, and resolution steps to internal and external stakeholders.
- Escalate critical issues to the appropriate engineering teams and coordinate resolution efforts across multiple tiers of support.
- Serve as the primary technical liaison between Support and Engineering, driving root cause analysis (RCA) and ensuring efficient hand-offs for critical issues.
- Contribute to the continuous improvement of support documentation, including the creation of internal and external knowledge base articles.
- Translate customer feedback into actionable engineering requirements and collaborate with Engineering and Customer Success teams to prioritize enhancements.
- Regularly interact with internal tools and bug-fixing processes using Shell scripting, SQL, and/or Python.
- After 3–6 months, participate in the on-call rotation for handling high-priority issues during weekends (approximately one weekend every three weeks), with additional compensation.
- Serve as a mentor and escalation point for L1 support staff, providing technical guidance and peer review for incident resolution.
**You Have & You Know-how:**
- Bachelor’s degree in Computer Science, Engineering, or a related technical field—or equivalent professional experience.
- 3–7 years of experience in a technical support, product support, or engineering role.
- Excellent written and verbal communication skills in English, with the ability to produce clear, professional customer-facing documentation (e.g., Root Cause Analysis reports).
- Ability to work autonomously in a fast-paced, dynamic environment.
- Strong technical foundation, with a solid understanding of programming concepts (development experience is a plus, but not required).
- Familiarity with UNIX/Linux systems.
- Understanding of Object-Oriented Programming principles (experience with Java is preferred).
- Hands-on experience with development tools such as Git, IDEs, and related utilities.
- Experience with databases, particularly Cassandra and SQL.
- Knowledge of distributed systems, high-availability architectures, and web technologies (especially REST APIs).
- Familiarity with cloud platforms such as AWS or GCP.
- Exposure to messaging systems like RabbitMQ or Kafka, and coordination tools such as Zookeeper.
- Spanish proficiency is a plus.
#LI-Remote
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**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!
[Life at Feedzai Instagram](https://www.instagram.com/life_at_feedzai/)
[Feedzai Culture](https://careers.feedzai.com/mirabud/2023/10/Codebook.pdf)
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**Feedzai is an Equal Opportunity Employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**
**Feedzai does not accept unsolicited resumes from recruiters or employment agencies.**
**Feedzai will use the personal data you provide us with by filling out this form for reviewing your application and to potentially negotiate a contract with you. Your personal data will be retained by Feedzai for 24 months following your application. Please see our Privacy Notice available at https://www.feedzai.com/legal/feedzai-candidate-privacy-policy/ and https://www.feedzai.com/legal/feedzai-california-candidates-privacy-policy/ for more information on how we process your personal data.**