Product Support Engineer

<h4 dir="ltr" style="line-height:1.38;margin-top:12pt;margin-bottom:2pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">About Scapia</span></h4><p dir="ltr" style="line-height:1.38;margin-top:12pt;margin-bottom:12pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Scapia is building a travel-first financial experience that makes travelling more rewarding and seamless. We’re building products at the intersection of travel, payments, credit and technology, with a strong focus on creating experiences that customers genuinely love.</span></p><p dir="ltr" style="line-height:1.38;margin-top:12pt;margin-bottom:12pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">As we scale, the complexity of our products and systems is growing. We’re looking for a Product Support Engineer who can sit at the intersection of customers, product and engineering — someone who enjoys getting to the root of problems rather than simply resolving symptoms.</span></p><h4 dir="ltr" style="line-height:1.38;margin-top:12pt;margin-bottom:2pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">What you'll do</span></h4><ul style="margin-top:0;margin-bottom:0;"><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:12pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Own and investigate technical issues reported by customers, operations and internal teams, taking them from initial triage to resolution.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Debug issues across APIs, backend services, databases, third-party integrations and product workflows.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Analyse logs, API responses, database records and application behaviour to identify the root cause of issues.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Work closely with Product Managers and Engineers to understand product behaviour and translate reported issues into actionable technical problems.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Reproduce production issues in local/staging environments wherever possible.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Identify whether an issue is a product bug, data issue, integration failure, configuration problem or expected behaviour.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Partner with engineering teams on bug fixes, ensuring issues are clearly documented with the right context, impact and reproduction steps.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Monitor recurring issues and identify patterns that can help us prevent problems rather than repeatedly solve them.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Build and maintain internal debugging tools, scripts, dashboards or automations that make support more efficient.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Help improve our incident response and escalation processes as the company scales.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Create documentation and troubleshooting guides for recurring technical issues.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:12pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Participate in on-call / incident support when required.</span></p></li></ul><h4 dir="ltr" style="line-height:1.38;margin-top:12pt;margin-bottom:2pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">What we're looking for</span></h4><ul style="margin-top:0;margin-bottom:0;"><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:12pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">2–4 years of experience in technical support, product support, software engineering, production engineering or a similar role.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Strong understanding of APIs, HTTP, JSON, databases and backend systems.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Comfortable writing and running SQL queries to investigate data and production issues.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Ability to read and understand code in languages such as Java, Python,&nbsp;</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Comfortable using tools such as Postman, Grafana, GIT&nbsp;</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Good understanding of AWS&nbsp;</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Strong analytical and debugging mindset — you enjoy asking&nbsp;</span><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:italic;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">“</span><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:italic;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">why did this happen?”</span><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">&nbsp;r</span><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">ather than stopping at&nbsp;</span><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:italic;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">“this is broken.”</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Ability to communicate technical problems clearly to both technical and non-technical stakeholders.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Strong ownership and bias for action, especially when dealing with production issues.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:12pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Ability to operate effectively in a fast-moving startup environment where processes are still evolving.</span></p></li></ul><h4 dir="ltr" style="line-height:1.38;margin-top:12pt;margin-bottom:2pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Good to have</span></h4><ul style="margin-top:0;margin-bottom:0;"><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:12pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Experience debugging microservices and third-party integrations.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Familiarity with event-driven systems, queues, webhooks and distributed systems.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Experience building small scripts or internal tools to automate repetitive support/debugging workflows.</span></p></li><li dir="ltr" style="list-style-type:disc;font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:12pt;"><span style="font-size:11pt;font-family:'Lexend Deca',sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Exposure to incident management and production monitoring.</span></p></li></ul>