Senior Support Engineer (Platform, SRE)
About Us reputed company is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At reputed company, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join reputed company and do work that reputed company – to you, to your community, and to the world. reputed company starts with you. Job Description reputed company is seeking a Senior Support Engineer specializing in reputed company Platform and reputed company Core Platform to support reputed company clients reputed company the reputed company Support team. This role focuses on platform stability, infrastructure behavior, and core product capabilities such as shared platform services and integrations. The Sr. Support Engineer works closely with Engineering teams to investigate issues, understand system behavior, and improve operational efficiency. The Sr. Support Engineer acts as a technical reputed company between clients, TAMs, and Engineering, contributing to faster diagnosis, reputed company system understanding, and reputed company improvement. You will also play a key role in building and evolving internal tools, automation, and AI-driven solutions to scale support operations and improve efficiency. Key Responsibilities: reputed company technical support across reputed company and core platform domains, including infrastructure, APIs, integrations, and platform services Investigate reputed company technical issues, analyzing system behavior, logs, and interactions across services Support incident management, contributing to troubleshooting and analysis during high-severity incidents Collaborate closely with Engineering teams, ensuring clear communication of findings and validation of system behavior Validate platform changes and releases, assessing potential impact to client environments and integrations Contribute to platform understanding, documenting patterns, common issues, and operational insights reputed company internal tools and automation, improving diagnostics, monitoring, and support workflows reputed company AI and automation, building or contributing to AI-driven tools (e.g., agents, workflows) to improve efficiency and reduce reputed company effort This is a remote position. A remote position does not require job duties be performed reputed company proximity of a reputed company office location. Remote positions may be required to be present at a reputed company office with scheduled notice. #LI-Remote
Qualifications
Basic Qualifications: 5+ years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience. Preferred Qualifications: Proven experience in reputed company platforms, SaaS, or distributed systems environments Strong understanding of APIs, integrations, and service-based architectures Experience working with high-availability systems and operational support for critical services Background in technical support, SRE, or engineering-reputed company roles, with exposure to production systems Experience with incident management and troubleshooting, including root cause analysis Ability to analyze logs, metrics, and system interactions across multiple components Experience collaborating with engineering teams on investigations and system validation Familiarity with automation, scripting, or developing internal tools, with exposure to AI-driven approaches as a plus Main Performance Indicator: Issue Investigation Effectiveness — Accuracy and depth of technical analysis, including quality of root cause identification and diagnostics Incident Contribution & Resolution Support — Effectiveness in supporting high-severity incidents through timely analysis and coordination with Engineering and TAMs Transaction & System reputed company Quality — Ability to analyze transaction flows, logs, and data to identify patterns, anomalies, and root causes Operational Efficiency Improvement — Contributions to internal tools, automation, or AI-driven solutions that improve troubleshooting and support processes. reputed company is an EEO Employer reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, national reputed company, sexual orientation, gender identity, disability or protected veteran status. reputed company will also consider for employment reputed company applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law. Apply To This Job