Technical Support Engineer (Java)

Our products are deep and technical and our customers need someone who can pick up a broken transaction reason about where it went wrong across our services and the rails beneath them and actually fix it not file a ticket and wait.

Thats what this role is. You sit inside Product Engineering not in a separate support silo. Youre customer-facing you debug in the real codebase and you can merge fixes to production. Your job is to collapse the time between a customer is blocked and the customer is unblocked and over time to make the class of problem stop recurring.

This is a resolution role not a triage role. The bar is set accordingly: we hire people we trust with production access and code review because thats what the job requires.

• Own resolution for customer issues end to end reproduce diagnose across our services and upstream dependencies (RTAs TSPs payment and KYC providers) and ship the fix.

• Merge to production under real guardrails write the fix get it reviewed deploy it with tests and a rollback plan. Fixing hot under time pressure is exactly when discipline matters most and we hold you to it.

• Protect the operational continuity of your area for every customer. Each support engineer owns a functional domain Orders Payments and so on and keeps it running smoothly: an Orders engineer ensures units move cleanly a Payments engineer ensures money moves. When a bug threatens that day-to-day operation youre the person who keeps it from becoming an incident.

• Triage cleanly and route what isnt yours. Some tickets are genuine bugs (you own these); some are the integration behaves unexpectedly or we need a capability that doesnt exist (you route these to the right owner) always without the customer feeling dropped.

• Communicate with technical customers as a peer clear status honest timelines and the confidence that comes from someone who understands the system not someone reading from a script.

• Drive down recurring issues not just close tickets. Spot the pattern behind repeated failures and either fix the root cause or make the case for the engineering investment that will. Youll partner with TPMs on operational health metrics (failure rates latency recurring-issue rates) for the areas you support.

Most support engineer roles are a queue and a knowledge base. This one is genuine engineering with a customer-driven backlog. Youll write real code against a real production system and the work you do is visible to the people who care most about the product. That proximity to the code to the customers to the failure modes is also the fastest way to learn how the whole system actually behaves under load.

Required

• Strong debugging and systems-reasoning ability you can hold a distributed flow in your head form hypotheses and narrow down where it broke.

• Production-grade engineering in Java you can read an unfamiliar codebase write a correct fix and understand the blast radius of a change.

• Comfort with the full production discipline: code review testing safe deploys rollbacks.

• Excellent written and verbal communication the people you deal with on a customers side might be engineers PMs compliance or others and you can articulate a technical problem in terms each of them understands staying clear and calm under pressure.

• Sound judgment about escalation knowing what to fix yourself what to route and when to pull the alarm.

• 36 years of experience including hands-on ownership of production systems youve shipped fixes to prod and dealt with live issues not just built features.

Strongly preferred

• Experience with production incidents on-call or customer-facing debugging.

• Familiarity with SQL / PostgreSQL for investigating data-level issues.

• Exposure to fintech payments or regulated systems or a demonstrated ability to get up to speed on complex domain rules quickly.

• Understanding of API-driven multi-tenant systems.

We are not looking for

• Someone who wants to write only new features and never touch a customer.

• Someone who wants to only talk to customers and never touch code. The whole point of this role is that its both.

• Production access and the trust that comes with it from day one after ramp-up.

• Direct line of sight to customers founders and the engineering leadership your work is not buried.