Product Support Engineer

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. We are looking for professionals with experience across L1, L2, and L3 support levels—or with the technical capability to operate across these levels.

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.

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.

Up to 3 years of experience in a technical support, product support, or engineering role.

Excellent written and verbal communication english skills, with the ability to produce clear, professional customer-facing documentation (e.g., Root Cause Analysis reports).

Familiarity with UNIX / Linux systems.

experience with Java is preferred.

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.