Escalation Engineer

About the Job:

The company has unified payments, payouts, and fintech on one worldwide platform, and we’re assembling the world’s best team to liberate global commerce. With offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the U.S., the opportunities at the company are limitless.

We believe in straight talk, quick decisions, strong execution, and elegant solutions. The company is where hard work pays off and careers take off. Join us and let’s build the future of fintech together.

Responsibilities:

• Serve as a focal point and source of knowledge for departments in the company and for our clients.
• Share knowledge as a point of advice for the Customer Success department and other internal teams, and maintain our knowledge base.
• Manage major and critical production outages: take ownership, troubleshoot, diagnose, resolve technical issues, and prepare internal and external RCAs.
• Collaborate with business and engineering teams to ensure efficient issue resolution and minimize further escalations.
• Analyze production traffic and locate design gaps through deep-dive analysis of transaction processing.
• Participate in the features development life cycle, from design to implementation and handover to relevant teams.
• Maintain production quality by coordinating maintenance, providing risk analysis, and enhancing production processes.

Requirements:

• At least 3-5 years of experience in Technical Support Tier 3, Sales Engineer, Escalation customer-facing role, or similar position in the Customer Success department for B2B – Must.
• Experience with APIs (especially REST APIs), SQL, and Postman – Must.
• Experience with inspecting and diagnosing logs – Must.
• Strong ability to understand complex system architecture and perform in-depth analysis – Must.
• Curiosity and motivation to resolve issues and provide creative technical solutions – Must.
• A people person with strong communication skills, ability to work independently, and lead new processes – Must.
• Excellent English – Verbal and written.
• Familiarity with Jira and Confluence – Advantage.
• Proven experience in the FinTech Industry domain – Advantage.