Customer Support Engineer
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Job Description
Customer Support Engineer providing technical support in a global AI Risk Decisioning™ Platform company. Solving complex issues for clients in fintech and banking sectors.
Responsibilities:
- Act as the first line of technical support for Oscilar’s customers.
- Analyze, triage, root cause, and resolve issues reported through the support system.
- Collaborate with Support Engineering Lead, Solutions Engineering, and Product/Engineering teams to drive resolution of complex issues.
- Write and run SQL queries and Python scripts to troubleshoot and reproduce customer problems.
- Debug API integrations to identify misconfigurations, errors, or product bugs.
- Maintain clear, timely, and professional communication with customers in Tagalog and English.
- Document issue resolution steps and contribute to the internal knowledge base.
- Provide feedback to Product and Engineering to help improve the platform and reduce recurring issues.
- Participate in an on-call rotation to support critical incidents.
Requirements:
- 5+ years in technical support, solutions engineering, or customer-facing engineering roles within SaaS, fintech, or enterprise software.
- Strong technical skills in:
- Rest API integrations
- SQL (querying, debugging data issues)
- Python (basic scripting/debugging for issue replication or automation)
- Cloud Technologies
- Excellent problem-solving and troubleshooting ability.
- Strong written and spoken communication skills in English and Tagalog — able to explain complex issues clearly to customers.
- Customer-first and extreme ownership mindset with empathy and professionalism under pressure.
- Background in risk management, fraud prevention, or AML systems (preferred qualification).
- Familiarity with AI/ML SaaS platforms (preferred qualification).
Benefits:
- Competitive salary and equity packages
- Accelerated professional growth alongside industry leaders.
- Make the digital economy safer by protecting online transactions.
- Be part of a global, high-growth AI startup tackling real-world challenges in fraud and risk.
- Remote-first, collaborative culture with teammates in the US, Poland, and beyond.
- Opportunity to develop deep expertise in risk decisioning and customer support at scale.
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