Own the investigation and resolution of complex technical issues across application, infrastructure and integration layers
Serve as the go-to escalation point for technically challenging cases that require deep expertise and independent judgment
Collaborate with Platform Engineering and Cloud Operations teams to drive root cause analysis and long-term fixes
Analyse system performance, identify bottlenecks and contribute to initiatives that improve platform reliability and scalability
Act as a trusted technical contact for clients during critical incidents, ensuring clear and timely communication throughout
Participate in client review meetings, presenting progress on open issues, performance insights and improvement opportunities
Translate complex technical concepts into clear language for both technical and non-technical audiences
Create and maintain high quality technical documentation, runbooks and troubleshooting guides
Share knowledge actively within the team, contributing to a culture of continuous learning
Stay current on emerging technologies, tools and best practices relevant to SaaS and fintech support

Proven experience as a Senior Support Engineer or similar role in a SaaS or fintech environment
Strong track record of independently resolving complex technical escalations involving application and infrastructure layers
Hands-on experience with cloud-based environments, particularly Azure
Experience collaborating cross-functionally with engineering and infrastructure teams
Familiarity with IT governance, compliance standards and security protocols
Expert-level SQL knowledge, including complex queries, schema design and performance optimization
Advanced JavaScript proficiency, with the ability to debug and resolve complex frontend and integration issues
Solid understanding of HTML and CSS for frontend troubleshooting
Strong command of Git and GitHub workflows
Extensive experience with REST API integration and troubleshooting
Good understanding of system architecture and cloud environments (Azure, AWS or GCP)
Solid grasp of networking concepts including DNS, firewalls and load balancers

Senior Support Engineer

Key skills