Data Support Enginner

Support engineer Confidential document for further discussion carrying no official status.The support engineer supports tech and product teams with investigations into issues aroundcharges, refunds and payouts. They independently prioritize incoming work, analyze issues tofind their root cause and keep stakeholders up to date. The support engineer keeps track ofprogress in the ticketing system, manages the backlog of support requests and overallmaintains a good overview of ongoing issues.They communicate directly with stakeholders, often operational specialists in the Financedepartment, Software developers and Product managers. They have excellent analytical skillsand enjoy the challenge of getting to the root of inconsistencies in financial information thatrequire investigation into multiple systems, databases and log files. They look into the sourcecode of systems to find the cause of issues and possible improvements independently orsupported by developers.The Support engineer provides a first line of support and is able to triage issues reported bydifferent stakeholders. They analyse complex financial processes that are executed by a rangeof systems in a microservices architecture. As a result of their investigation they identify shortand long term improvements to business logic, testing and operational procedures.Must have skills● Excellent SQL knowledge and deep understanding of data models.● Experience analyzing log files.● Experience with command line tools.● Knowledge of at least one scripting language (Python, Perl, PHP, Bash, ....).● Experience with ticketing systems, preferably Jira.● Proficient working with spreadsheets and other office tools.● Basic knowledge of writing software in Java is a plus.● Experience working with code repositories is a plus.● Experience working with Kafka and Cassandra is definitely a plus.Personality● Excellent analytical skills.● Good verbal and written communication in English.● Able to independently prioritize work, investigate and reach out for support from variouspeople in the business.● Able to independently manage stakeholders relations.● Flexible in the type of work they take on and adaptable to changing circumstances.● A good listener with the ability to understand stakeholder concerns.Preferred experience● 4+ Years in a technical role (Systems analyst, operations analyst, quality engineer,business analyst).● 1+ years experience working as a support engineer.Key relationships● Software developers.● Finance specialists.Growth paths● Software Developer.● Quality Engineer.