Support Engineer

Description

Personetics is shaping the Cognitive Banking era, harnessing AI to help banks anticipate customer needs, provide actionable insights, and deliver intelligent financial guidance. Our platform continuously analyzes and leverages real-time transactional data, enabling banks to proactively support customers in managing their finances and reaching their goals.

As industry leaders — yes, we really are leaders — we partner with the world’s top financial institutions, empowering over 150 million customers monthly across 35 global markets from offices in New York, London, Singapore, São Paulo, and Tel Aviv.

About The Position

As a Support Engineer, you will be responsible for providing technical support to enterprise customers, ensuring high service quality, and maintaining customer satisfaction. You will work closely with internal teams to investigate, troubleshoot, and resolve complex technical issues in a fast-paced, production environment.

Responsibilities

• Own and manage critical and high-impact production issues end-to-end

• Lead deep technical investigations across platform components, integrations, and data flows

• Work closely with R&D, CloudOps, Product, and Professional Services to drive resolution

• Analyze logs, transaction data, and system behavior to identify root causes

• Troubleshoot complex issues across APIs, ETL processes, configurations, and integrations

• Proactively identify recurring issues and drive root cause analysis (RCA) and long-term solutions

• Improve monitoring, alerting, and support processes

• Contribute to internal documentation and knowledge base

• Support release activities, upgrades, and production deployments

• Communicate effectively with customers, including during high-pressure incidents

Requirements

• 4+ years of experience in technical support, production engineering, or similar roles

• Strong experience in troubleshooting complex systems in production environments

• Proven ability to own incidents and drive resolution across multiple teams

• Strong analytical and problem-solving skills

• Experience working in a customer-facing role in a B2B environment

• Hands-on experience with SQL and data analysis

• Experience working with APIs and integrations

• Experience working with AI-driven or data-intensive platforms

• Familiarity with monitoring and logging tools (e.g., Coralogix, Datadog, ELK)

• Experience with tools such as Postman and Zendesk

• Strong communication skills in English (written and verbal)

• Ability to work under pressure and manage multiple priorities

• Bachelor’s degree in Business Analysis, Data Analysis, Computer Science, or a related field

• Willing to be available for OnCall during weekends

NICE TO HAVE

• Experience in financial services (banking, payments, credit cards, or insurance)

• Experience with SaaS platforms and cloud environments