Support Engineer *Remote* (m/f/d)

Pliant is a European fintech specializing in B2B payment solutions. They are seeking a Technical Support Engineer to manage complex customer issues, perform technical investigations, and coordinate with various teams to ensure effective resolutions.

Responsibilities:

• Own complex technical cases end-to-end: Take over technical tickets from 1st-Level Support, drive investigation, and deliver clear outcomes such as solution, workaround, or escalation to Engineering or Product teams
• Communication & SLA ownership: Ensure clear updates to stakeholders and adherence to SLAs throughout the ticket lifecycle
• Escalate effectively (Engineering handover): Provide complete reproduction steps, impact assessment, logs/queries/screenshots as relevant, and a crisp hypothesis when possible
• Coordinate cross-functionally: Align with Product & Engineering on prioritization, provide context, and keep Customer Support informed
• Debug product and integration issues end-to-end: Analyze customer reports, reproduce behavior, compare against expected workflows, and isolate root causes. Diagnose technical problems using logs, system tools, and troubleshooting frameworks
• Triage and classify issues: Distinguish between configuration/integration errors, data issues, product limitations, and genuine bugs

Requirements:

• 3+ years in a role that includes deep technical troubleshooting (e.g., Technical Support Engineer, QA Engineer with strong debugging, and customer-facing investigations)
• Strong debugging and analytical skills, you can form hypotheses, test quickly, and converge on root cause
• REST APIs + web fundamentals knowledge: HTTP, webhooks, auth (OAuth/JWT), idempotency
• Experience testing REST APIs using tools such as Postman and/or cURL
• Excellent communication skills, with the ability to bridge technical and non-technical audiences effectively
• Comfortable writing SQL (PostgreSQL DB) queries (joins, aggregations) to validate system state and debug issues
• Ability to read code for debugging assistance
• Hands-on experience investigating issues using logs and observability tooling (e.g., Datadog/Grafana/Splunk)
• High ownership & autonomy: You work independently, drive investigations to resolution, and know when to pull in others to move faster
• Experience working with AI engineering tools: Claude, Codex, etc. and understanding of the ecosystem: skills, connectors, context engineering
• Fluent in English
• Previous experience supporting fintech web apps or ERP integrations in accounting, invoicing, or payment systems
• Basic scripting/automation (Python/JS) to speed up investigations
• Experience writing or maintaining technical documentation