Support Engineer *Remote* (m/f/d)

About Us

Pliant is a European fintech specializing in B2B payment solutions. Our modular, API-first platform helps businesses streamline spending, improve cash flow, and integrate payments into their financial workflows. Designed for industries with complex payment needs, such as travel and fleet, Pliant enables greater efficiency, control, and profitability.

We serve two primary customer segments:

• Companies looking to optimize operational processes through intuitive apps and APIs, gaining control, automation, and financial flexibility through extended credit lines.
  

• Businesses such as financial software platforms, ERP providers, and banks that want to launch or enhance their credit card offerings using Pliant’s embedded finance and white-label solutions.

Founded in 2020 and headquartered in Berlin, Pliant supports over 3,500 businesses and more than 20 partners globally. As a licensed e-money institution (EMI), we issue credit cards in 11 currencies across more than 30 countries, helping companies streamline and simplify payments.

Learn more at www.getpliant.com

About the Role

We’re looking for a (Technical) Support Engineer remote (m/f/d) to strengthen our Support Engineering team by owning the technical investigation and resolution of complex customer issues.

You’ll act as the internal escalation point from 1st-Level Support, diving deep into technical topics across our Web Apps and API (SaaS) offerings. You’ll reproduce issues, analyze logs and data, validate API workflows, and coordinate cross-functionally with Customer Support, Product, and Engineering. When an issue requires a product change or a code fix, you’ll escalate with a high-quality technical handover that accelerates engineering resolution.

You will work on real technical challenges, using modern tools, supporting our efforts to deliver world-class support.

This role is Remote with preference working on EST timezone.

What You’ll Do

• Own complex technical cases end-to-end: Take over technical tickets from 1st-Level Support, drive investigation, and deliver clear outcomes such as solution, workaround, or escalation to Engineering or Product teams.

• Communication & SLA ownership: Ensure clear updates to stakeholders and adherence to SLAs throughout the ticket lifecycle.

• Escalate effectively (Engineering handover): Provide complete reproduction steps, impact assessment, logs/queries/screenshots as relevant, and a crisp hypothesis when possible.

• Coordinate cross-functionally: Align with Product & Engineering on prioritization, provide context, and keep Customer Support informed.

• Debug product and integration issues end-to-end: Analyze customer reports, reproduce behavior, compare against expected workflows, and isolate root causes. Diagnose technical problems using logs, system tools, and troubleshooting frameworks.

• Triage and classify issues: Distinguish between configuration/integration errors, data issues, product limitations, and genuine bugs.

What You’ll Bring

• 3+ years in a role that includes deep technical troubleshooting (e.g., Technical Support Engineer, QA Engineer with strong debugging, and customer-facing investigations).

• Strong debugging and analytical skills, you can form hypotheses, test quickly, and converge on root cause.

• REST APIs + web fundamentals knowledge: HTTP, webhooks, auth (OAuth/JWT), idempotency

• Experience testing REST APIs using tools such as Postman and/or cURL

• Excellent communication skills, with the ability to bridge technical and non-technical audiences effectively.

• Comfortable writing SQL (PostgreSQL DB) queries (joins, aggregations) to validate system state and debug issues.

• Ability to read code for debugging assistance

• Hands-on experience investigating issues using logs and observability tooling (e.g., Datadog/Grafana/Splunk).

• High ownership & autonomy: You work independently, drive investigations to resolution, and know when to pull in others to move faster.

• Experience working with AI engineering tools: Claude, Codex, etc. and understanding of the ecosystem: skills, connectors, context engineering.

• Fluent in English

Bonus Points (Nice to Have)

• Previous experience supporting fintech web apps or ERP integrations in accounting, invoicing, or payment systems.

• Basic scripting/automation (Python/JS) to speed up investigations

• Experience writing or maintaining technical documentation

What We Offer

• Deep fintech exposure: Learn how a modern corporate card platform works end-to-end (cards, embedded finance, ERP/accounting workflows) through real customer cases and close collaboration with Product and Engineering.

• The opportunity to work in a growing team with big responsibilities that thrives on a strong exchange of knowledge and excellence

• Your choice of preferred OS, Windows or Mac

• Flat hierarchy and transparent communication in a relaxed, professional atmosphere

• Opportunity to develop your talent in a dynamic team with ambitious goals

• Flexibility and possibility to work remotely

• Company card with a monthly allowance for lunches, coffee, etc. with co-workers