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.