Product Support Engineer


Hong Kong
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/08/2021
  • Website:
  • Company Address: 1875 South Grant Street Suite 950, San Mateo, CA, 94402

About Feedzai

Feedzai is AI. We’re coding the future of commerce with a leading platform powered by artificial intelligence and big data. Founded and developed by data scientists and aerospace engineers, Feedzai has one critical mission: make commerce safe. The world’s largest banks, payment providers and retailers use Feedzai’s machine learning technology to manage risks associated with banking and shopping, whether it’s in person, online or via mobile devices.

Job Description

You are going to be in charge of making our clients happy and successful. Everything you do matters: all your code, machine learning models, advisory, management and other actions/roles will have a material impact on the way our clients run their business and how effectively we fight fraud and protect people from wrongdoing. You will be able to interact and meet many people from widely different cultures around the world and understand the business like few others. You will be able to say you protect people on a daily basis. You will be challenged with new technology, new processes, and new mindsets and will be asked to contribute to ensure continuous improvement. Full, holistic view and impact is what you will get within Customer Success. Come and change the world with us.

You are a natural problem solver who enjoys interacting with people from varied backgrounds. You're able to think and reason clearly, you can learn technical issues quickly and you can communicate to customers with patience and empathy. You are a good-humored team player, someone who’s reliable and accountable. You care for the quality of your work and for the success of the product you're helping to improve. You like owning a customer’s issue until it is resolved, doing your best to create Customer Delight.

The Product Support Engineer serves as front line contact for our external customers by resolving pre production and post production technical issues and taking ownership until those issues are resolved. This role involves analysis of complex problems from Feedzai's product and an in-depth examination of the interaction between product and the customer's origin infrastructure. The Product Support Engineer plays a key role in supporting our clients and development teams.


  • Serve as front line contact for our external customers by resolving pre-production and post production technical issues
  • Acting as a technical expert on Feedzai products, demonstrating leadership and working independently to resolve complex technical problems, including escalations to our development team
  • Resolve technical issues related to product and infrastructure in a 24X7 environment
  • Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements of services. Work closely with Engineering and Customer SuccessTeam to implement these enhancements
  • Occasionally work on internal bugs and supporting tools


  • Bachelor’s Degree in Computer Science or a related field
  • 2+ years of java application support experience
  • At least 1 year of Client-facing experience, preferably in a 24X7 environment, with on-call duties
  • Basic networking knowledge to debug network issues (e.g. DNS)
  • Unix, Log processing/log analysis
  • Knowledge of database management (i.e., SQL)
  • Familiarity with technologies like: J2EE (using Tomcat and/or Websphere), Web Services (SOAP, XML), Configuring web servers (Apache, IIS) and the infrastructure necessary to support a dynamic website (load balancers, connecting to databases, etc), SQL and databases
  • Excellent written and verbal communication skills
  • Ability to work autonomously in a fast-paced environment

Added Plus:

  • Understanding or experience with Cassandra databases (cqlsh)
  • Experience with container platforms such as Docker
  • Knowledge of messaging systems (RabbitMQ, ActiveMQ, ZeroMQ)
  • Previous experience with data science (machine learning, modeling, algorithms)
  • Fluent in a second language, preferably one of the following: French, German, or Portuguese

Feedzai is an Equal Opportunity Employer.

Feedzai does not accept unsolicited resumes from recruiters or employment agencies.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.