Product Support Engineer (Linux) [Aplica ya]...

About the Company

As a Product Support Engineer at Incedo, you will serve as the first point of contact for our customers, resolving both 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 Incedo products and their interaction with customers’ infrastructure. We are looking for professionals with experience across L1, L2, and L3 support levels—or with the technical capability to operate across these levels.

Responsibilities

• 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.
• Contribute to the continuous improvement of support documentation, including the creation of internal 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 6–9 months, participate in the on-call rotation for handling high-priority issues during weekends (approximately one weekend every three weeks), with additional compensation.

Qualifications

Required Skills

Preferred Skills