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Mid-level Escalation Engineer
On-siteFull-timeCustomer SupportFinancial Services
Join a fintech platform team in Tel Aviv to own critical production incidents, support internal teams and B2B clients, analyze transaction flows, and improve production quality.
Responsibilities
- Act as a technical knowledge source for internal departments, the Customer Success team, and B2B clients.
- Own major and critical production outages from troubleshooting and diagnosis through resolution.
- Prepare internal and external root-cause analyses for production incidents.
- Work with business and engineering teams to resolve issues efficiently and reduce repeat escalations.
- Analyze production traffic and client transaction processing to identify design gaps and approval-ratio issues.
- Participate in the feature development lifecycle from design and implementation planning through handover.
- Coordinate production maintenance, conduct risk analysis, and continuously improve production quality.
- Maintain and expand the internal knowledge base with technical articles.
Requirements
- At least 1–2 years of experience in technical support, sales engineering, escalation, customer-facing technical roles, or a similar B2B Customer Success position.
- Experience with APIs, especially REST APIs, SQL, and Postman.
- Experience inspecting and diagnosing logs.
- Ability to understand complex system architecture, perform in-depth analysis, solve problems, and develop technical solutions.
- Excellent verbal and written English.
- Strong communication, teamwork, curiosity, initiative, independence, and multitasking skills.
Nice to have
- Familiarity with Jira and Confluence.
- Experience in the fintech industry.