[Hiring] Support Engineer @Pliant

Role Description

We’re looking for a (Technical) Support Engineer remote (m/f/d) to strengthen our Support Engineering team by owning the technical investigation and resolution of complex customer issues.

• Act as the internal escalation point from 1st-Level Support, diving deep into technical topics across our Web Apps and API (SaaS) offerings.
• Reproduce issues, analyze logs and data, validate API workflows, and coordinate cross-functionally with Customer Support, Product, and Engineering.
• Escalate with a high-quality technical handover that accelerates engineering resolution when an issue requires a product change or a code fix.
• Work on real technical challenges, using modern tools, supporting our efforts to deliver world-class support.

This role is Remote with working in Germany or within the EU.

Qualifications

• 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, able to form hypotheses, test quickly, and converge on root cause.
• Knowledge of REST APIs + web fundamentals: 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: able to 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.

Requirements

• Own complex technical cases end-to-end.
• Ensure clear updates to stakeholders and adherence to SLAs throughout the ticket lifecycle.
• Provide complete reproduction steps, impact assessment, logs/queries/screenshots as relevant, and a crisp hypothesis when possible.
• Align with Product & Engineering on prioritization, provide context, and keep Customer Support informed.
• Analyze customer reports, reproduce behavior, compare against expected workflows, and isolate root causes.
• Distinguish between configuration/integration errors, data issues, product limitations, and genuine bugs.

Bonus Points (Nice to Have)

• 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.

Benefits

• Deep fintech exposure: Learn how a modern corporate card platform works end-to-end (cards, embedded finance, ERP/accounting workflows) through real customer cases and close collaboration with Product and Engineering.
• The opportunity to work in a growing team with big responsibilities that thrives on a strong exchange of knowledge and excellence.
• Your choice of preferred OS, Windows or Mac.
• Flat hierarchy and transparent communication in a relaxed, professional atmosphere.
• Opportunity to develop your talent in a dynamic team with ambitious goals.
• Flexibility and possibility to work remotely.
• Company card with a monthly allowance for lunches, coffee, etc. with co-workers.