Role in brief
B9, a fintech company, seeks a mid-level Support Engineer to investigate and resolve technical issues, support customer service, and collaborate with product and engineering teams. This role is suited for someone with a background in technical support who can analyze errors, create detailed tasks, and contribute to process improvements in a remote setting.
About the role
This role involves providing technical support to the customer support team by investigating reported issues and analyzing both business logic and technical errors. The Support Engineer will be responsible for reproducing problems, creating clear tasks for development and product teams, and monitoring system dashboards to proactively identify potential incidents. The work requires a detail-oriented approach to ensure timely resolution of open issues.
A key part of this position is close collaboration with Customer Support, Product, and Engineering teams to enhance processes and product quality. The ideal candidate will track issues, escalate them when necessary, and contribute to documentation and the continuous improvement of support workflows. This ensures that the company's support operations are efficient and effective.
Success in this role means effectively diagnosing and escalating technical problems, ensuring that customer-facing teams have the backing they need to assist users. It also involves contributing to a smoother operational flow by identifying and addressing system vulnerabilities and improving the clarity of communication between support and development functions within a fast-growing fintech environment.
The salary for this full-time, remote Support Engineer position ranges from $70,000 to $120,000 USD annually.
Skills that matter here
- technical support: This role requires providing direct technical assistance to the customer support team by investigating reported issues.
- cloud platforms: Experience with cloud platforms, specifically Azure, is a beneficial skill for understanding the system infrastructure.
- SQL: Knowledge of SQL or other querying tools is useful for performing root-cause analysis of technical problems.
- incident tracking systems: Familiarity with these systems is necessary for monitoring and managing the lifecycle of reported issues.
- monitoring tools: The role involves using monitoring tools to proactively identify and respond to potential system incidents.
- ticketing systems: Experience with ticketing systems like Zendesk or JIRA is relevant for managing and escalating support requests.
Who this role suits
- A person who thrives on problem-solving and can methodically analyze both technical and business-related issues.
- Someone with strong communication skills in both English and Russian, capable of clearly articulating technical details to different teams.
- An individual who is proactive, detail-oriented, and customer-focused, with a drive to improve processes and product quality.
- A candidate who enjoys collaborating across departments and is comfortable creating actionable tasks for development and product teams.
From the employer
- Provide technical support to the Customer Support team by investigating reported issues
- Analyze and reproduce errors (both business logic and technical)
- Create clear and actionable tasks for development and product teams
- Monitor system dashboards and proactively identify potential incidents
- Track open issues, escalate when needed, and ensure timely resolution
- Collaborate closely with Customer Support, Product, and Engineering to improve processes and product quality
- Contribute to documentation and continuous improvement of support workflows
- 2+ years of experience in a Support Engineer, Technical Support, or similar role
- Strong analytical skills and ability to investigate both technical and business-related issues
- Familiarity with monitoring tools and incident tracking systems
- Experience writing clear and structured tickets/tasks for product and engineering teams
- Solid communication skills in English and Russian (verbal and written, minimum Intermediate)
- Proactive, detail-oriented, and customer-focused mindset
- Additional skills (nice to have):
- Background in fintech, mobile apps, or SaaS products
- Hands-on experience with cloud platforms (Azure preferred)
- Knowledge of SQL or other querying tools for root-cause analysis
- Experience working with ticketing systems (e.g., Zendesk, JIRA)
- Ability to prepare documentation and internal knowledge base articles
- Full-time or part-time position
- Salary range $2000 – $3000 Gross
- Flexible vacation policy
- Full remote
- Opportunity to work in a diverse, mission-driven, and fast-growing fintech company
- Career growth potential
- Competitive salary
- Discretionary bonus program
- Medical, Dental & Vision
- Commuter benefits
Questions about this role
What is the remote work policy for this role?
This position is fully remote, allowing the successful candidate to work from any location.
What level of seniority is expected for this position?
This is a middle-seniority role, requiring at least two years of experience in a similar technical support capacity.
What are the key technical skills required for this role?
Key technical skills include experience with technical support, familiarity with monitoring tools and incident tracking systems, and the ability to write clear tickets for product and engineering teams. Knowledge of cloud platforms like Azure, SQL, and ticketing systems such as Zendesk or JIRA are also beneficial.
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