Support Engineer – Remote (EU/Germany)

About the role

We are looking for a Technical Support Engineer to join Pliant’s Support Engineering team. The role is fully remote within Germany or any EU country and focuses on investigating and resolving complex technical issues across our web applications and API‑based SaaS platform.

Key responsibilities

• Own end‑to‑end technical cases, taking tickets from 1st‑Level Support, driving investigations and delivering solutions, work‑arounds or escalations.
• Maintain communication and SLA ownership, providing clear updates to stakeholders throughout the ticket lifecycle.
• Escalate to Engineering with complete reproduction steps, impact assessment, logs and a concise hypothesis.
• Coordinate with Product, Engineering and Customer Support to prioritize and resolve issues.
• Debug product and integration problems, analyse logs, use observability tools and reproduce customer workflows.
• Classify issues as configuration errors, data problems, product limits or genuine bugs.

Required profile

• 3+ years of experience in technical troubleshooting (e.g., Technical Support Engineer, QA Engineer).
• Strong debugging and analytical abilities, able to form and test hypotheses quickly.
• Solid understanding of REST APIs, HTTP, webhooks, OAuth/JWT and idempotency.
• Proficiency testing APIs with Postman or cURL.
• Excellent communication skills for both technical and non‑technical audiences.
• Ability to write PostgreSQL queries (joins, aggregations) for validation and debugging.
• Comfort reading code to assist debugging.
• Hands‑on experience with log and observability platforms such as Datadog, Grafana or Splunk.
• High ownership and autonomy, knowing when to involve others.
• Experience with AI engineering tools (Claude, Codex) and related ecosystem.
• Fluent English.

What we offer

• Deep exposure to modern corporate‑card and embedded‑finance technology.
• Opportunity to work with a growing, knowledge‑sharing team.
• Choice of operating system (Windows or Mac) and a flat hierarchy.
• Remote‑work flexibility and a company card with monthly allowance.
• Inclusive, equal‑opportunity workplace.