Investigate and resolve technical issues raised by the Customer Success team through support tickets and product bugs.
Take ownership of fixing bugs and issues from the root cause, not just applying temporary workarounds.
Analyze patterns in support tickets to identify recurring problems and systemic weaknesses.
Design and implement backend solutions as needed to permanently resolve issues.
Work with APIs, workflows, and internal systems to diagnose failures and improve reliability.
Actively manage and coordinate stakeholders across Product, Customer Customer Success, Fincore, and Infrastructure to drive issues to resolution, align priorities, and ensure follow-through.
Improve internal tooling, workflows, or integrations that support Customer Success operations.
Document root causes, fixes, and learnings to reduce regressions and strengthen shared technical knowledge.

Experience working as a Support Engineer or in a similar technical support role.
Hands-on experience with customer support platforms such as Zendesk, Zoho, Intercom, Front or similar.
Experience supporting front-facing systems and understanding how customer-facing issues surface operationally.
Strong experience working with PHP-based backends.
Ability to develop and modify backend code to resolve bugs and issues.
Experience working with REST APIs and API integrations.
Solid understanding of customer support platforms and their underlying workflows.
Experience designing or modifying workflows and integrations via APIs.
Experience working with relational databases and SQL.
Familiarity with AWS-based environments.
Experience using monitoring and error-tracking tools such as Datadog and Sentry.

Senior Support Engineer

Key skills