Senior Product Support Engineer EMEA at Jobgether

, , Portugal -

Full Time

Start Date

Immediate

Expiry Date

15 Jan, 26

Salary

0.0

Posted On

17 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, API, Troubleshooting, Root-Cause Analysis, Documentation, Mentoring, Collaboration, Communication, Problem-Solving, JavaScript, Python, SQL, React, TypeScript, Customer Advocacy, Incident Management

Industry

Internet Marketplace Platforms

Description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Product Support Engineer in EMEA. As a Senior Product Support Engineer, you will play a key role in supporting merchants using a sophisticated payment infrastructure platform. You’ll serve as both a technical expert and customer advocate—solving complex issues, driving continuous improvement in support processes, and contributing to product quality through feedback and documentation. Working remotely within the EMEA region, you’ll collaborate closely with engineering, product, and customer success teams to deliver best-in-class solutions and ensure customer satisfaction. This position offers the opportunity to work in a dynamic, global tech environment where innovation, autonomy, and customer focus drive every decision. Accountabilities Serve as a senior member of the Support Engineering team, providing advanced technical assistance to merchants using a complex API-based product. Translate customer business requirements into technical solutions, ensuring clear and actionable guidance. Handle incoming tickets, perform troubleshooting, and conduct root-cause analyses to resolve technical challenges efficiently. Create and maintain comprehensive technical documentation for both customers and internal teams. Mentor junior engineers and support team members, promoting best practices and quality assurance. Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to address customer needs and prioritize improvements. Represent the voice of the customer internally, ensuring that feedback informs product development and support strategy. Participate in on-call and incident management processes, contributing to the stability and resilience of customer systems. 4+ years of experience in a customer-facing technical support or engineering role, ideally within payments, SaaS, or B2B environments. Strong understanding of APIs, software testing, and modern development processes (design, development, deployment). Familiarity with programming and scripting languages such as JavaScript, Python, SQL, React, or TypeScript. Proven experience with troubleshooting, root-cause analysis, and post-incident reviews. Excellent communication skills with the ability to explain complex technical concepts clearly to non-technical audiences. Strong problem-solving mindset, capable of balancing urgency, complexity, and customer impact when prioritizing issues. Comfortable working autonomously in a fully remote setup across multiple time zones. Empathy, adaptability, and the ability to collaborate effectively across teams and cultures. Fully remote work across the EMEA region. Competitive compensation and equity options. Minimum of 25 days of annual leave, with flexible time-off policies. Annual company retreats and optional “workation” programs. Co-working space access and a £500 home office setup allowance. Comprehensive medical insurance. Generous learning and development budget. Inclusive and diverse company culture built on transparency, collaboration, and continuous improvement. Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching. When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly. 🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements. 📊 It compares your profile to the job’s core requirements and past success factors to determine your match score. 🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role. 🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed. The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or assessments) are then made by their internal hiring team. Thank you for your interest! #LI-CL1

Responsibilities

As a Senior Product Support Engineer, you will provide advanced technical assistance to merchants using a complex API-based product and translate customer business requirements into technical solutions. You will also mentor junior engineers and collaborate cross-functionally to address customer needs and improve support processes.