Technical Account Manager - Enterprise Support Engineer

Enterprise Anti-Financial Crime Platform | Product Support Engineering

We are looking for a Enterprise Support Engineer and not a typical help desk professional. The person will provides advanced technical support and engineering-level investigation into complex customer-reported production issues.

The Enterprise Support Engineer will work with incidents that combines end-to-end support case ownership with deep troubleshooting across the application, container platform, infrastructure, database, network, identity, messaging, storage, integration, and customer-configuration layers.

The Enterprise Support Engineer gathers evidence, recreates customer scenarios, reproduces failures, identifies root causes, validates corrections, and communicates clear findings to customers and internal stakeholders. The engineer manages severity, escalations, and SLA commitments.

·    Own assigned customer support cases from intake through resolution, including accurate logging, prioritization, status updates, customer communication, and SLA adherence.

·    Investigate, analyze, troubleshoot, and reproduce advanced technical issues affecting cloud-native and on-premises enterprise deployments.

·    Build representative test environments from customer scenarios to validate assumptions, recreate failures, test workarounds, and confirm fixes.

·    Analyze application and container logs, platform events, configuration files, environment variables, secrets, data feeds, database records, API responses, deployment artifacts, and system behavior.

·    Troubleshoot Kubernetes and OpenShift resources, including pods, deployments, services, ingress or routes, namespaces, ConfigMaps, secrets, persistent volumes, probes, resource limits, image versions, networking, and scaling behavior.

·    Diagnose issues spanning Java web applications, REST APIs, databases, messaging middleware, object storage, authentication and SSO, TLS certificates, cloud infrastructure, and customer integrations.

·    Lead or participate in critical incidents and Severity 1 investigations with customers, support leadership, Product Experts (Level 3 Support), and Product Tech teams.

·    Distinguish among product defects, environmental issues, configuration errors, resource constraints, data problems, and integration failures using evidence-based root-cause analysis.

·    Create well-structured defect reports and technical findings; escalate unresolved issues or confirmed defects to the appropriate owner.

·    Validate defect corrections and proposed resolutions, then confirm outcomes with customers.

·    Contribute to knowledge, troubleshooting methods, support processes, tools, infrastructure, and observability practices.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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