Support Engineer - US Hours

Description

Personetics is the global leader in financial data-driven personalization, empowering financial institutions to build deeper relationships by enhancing clients’ financial wellness and enabling smarter decision-making. Personetics serves 135 million customers across 35 global markets and partners with over 130 financial institutions. Leveraging AI, Personetics analyzes real-time financial data to understand customer behavior, anticipate needs, and deliver hyper-personalized experiences, including actionable insights, personalized recommendations, financial advice, and automated wellness programs. The company maintains offices in New York, London, Singapore, São Paulo, and Tel Aviv.

About The Position

We are expanding and seeking a skilled Technical Support Engineer to join our global Support team. This role involves working night shifts to support our US customers and collaborating with global teams to resolve complex technical issues and manage Personetics Cloud deployments.

Responsibilities

• Own customers and cloud technical issues.
• Conduct research, diagnose, troubleshoot, and propose solutions for customer issues
• Handle escalations and collaborate with R&D and product managers to resolve issues promptly
• Document solutions and maintain knowledge base using best practices and formats

Requirements

• Minimum 3-5 years of experience in enterprise technical support or similar roles
• Advanced Linux skills with at least 3 years of hands-on experience
• Proficiency with SQL and databases (Oracle, MSSQL, MySQL)
• Experience in troubleshooting and log analysis
• Availability for on-call duties
• Excellent written and verbal communication skills in English
• Strong problem-solving abilities and ability to work independently and within a team

Nice to have

• Bachelor’s degree, engineering certification, or equivalent professional training in software-related fields
• Proficiency in Java, JavaScript, or database-related troubleshooting
• Familiarity with Web Application Servers (Tomcat, WebSphere, JBoss)
• Experience with scripting languages like Python or Bash
• Knowledge of Cloud Web Services (AWS, Azure, GCP) and containerization tools like Docker/Kubernetes