Product/Tech Support Engineer

Job title: Product/Tech Support Engineer

About the Role

As a Product/Tech Support Engineer at Signzy, you will play a critical role in ensuring the smooth operation of Signzy's AI-powered fintech platform by diagnosing, troubleshooting, and resolving technical issues. You will work closely with internal teams and external customers to deliver high-quality support while ensuring compliance and security in financial transactions.

What You'll Do

• Diagnose and troubleshoot production issues in SaaS/fintech systems
• Provide high-quality product/technical support to internal and external stakeholders
• Diagnose and resolve API-related issues, including REST APIs and Postman testing
• Debug and optimize n8n workflows and JavaScript logic
• Work with Linux environments, logs, and basic scripting
• Apply networking concepts (TCP/UDP, IP allowlisting/blacklisting) to resolve issues
• Manage cloud-related tasks (AWS IAM, S3) and SSL/TLS certificate management
• Use observability tools (Kibana, Grafana, Prometheus) for log and metrics analysis
• Ensure the security and compliance of financial transactions
• Collaborate with product and engineering teams to drive incident resolution
• Manage multiple client-facing support scenarios with strong prioritization and communication
• Create and maintain documentation for troubleshooting steps and runbooks

What We're Looking For

• Experience in troubleshooting production issues in SaaS/fintech systems
• Strong understanding of REST APIs, request/response handling, and hands-on experience with Postman
• Basic knowledge of n8n workflows and JavaScript (conditions, functions, etc.)
• Comfortable working with Linux environments, logs, and basic scripting
• Understanding of networking concepts (TCP/UDP, IP allowlisting/blacklisting)
• Basic exposure to cloud (AWS IAM, S3) and SSL/TLS certificate management
• Familiarity with observability tools (Kibana, Grafana, Prometheus) for log and metrics analysis
• Strong problem-solving skills and ability to handle client-facing technical support scenarios
• Soft skills: Excellent problem-solving skills with a methodical approach; Strong written and oral communication skills; ability to explain technical solutions in simple terms; ability to provide step-by-step technical help; experience in customer service or support roles, with ability to manage multiple priorities
• Bachelor’s degree in Information Technology, Computer Science, or relevant field
• Experience in supporting API and digital KYC in financial institutions is highly desirable
• Startup experience is a plus

Nice to Have

• Startup experience is a plus
• Experience in supporting API and digital KYC in financial institutions is highly desirable