Product Support Engineer - Level 2

 Meltwater isn’t just about work; it’s a pathway to personal and professional evolution. Here, you’ll immerse yourself in an ecosystem that cultivates your skills, promotes mentorship, and advocates for inclusive leadership. Engage with experienced Product Support Engineers and accomplished leaders who stand ready to support you at every turn.

 Join our dynamic community, where we celebrate your distinct contributions and empower you to realize your full potential.

• Collaborate with an international team to provide advanced technical support for our global portfolio of customers across various industries.
• Act as the final escalation point for complex technical issues that cannot be resolved by L1/L2 teams.
• Manage, prioritize, and troubleshoot a pipeline of tickets, application requests, escalations, and project activities efficiently.
• Perform deep troubleshooting and root cause analysis (RCA) across systems, APIs, and integrations.
• Analyze logs, API responses, and database queries to diagnose and resolve issues effectively.
• Promptly respond to system-generated alerts and high-severity incidents related to platform failures.
• Collaborate closely with Engineering, Product, and Data teams to identify bugs, drive resolutions, and improve product stability.
• Participate in incident management, including severity handling, stakeholder communication, and post-incident reviews (postmortems).
• Proactively engage with internal and external stakeholders to ensure the highest level of customer satisfaction.
• Provide technical guidance and mentorship to L1 and L2 support engineers to enhance team capability.
• Create and maintain technical documentation, runbooks, and troubleshooting guides to improve support efficiency.
• Ensure clear, concise, and effective communication with customers, vendors, and internal stakeholders.
• Administer and contribute to technical projects aimed at improving Meltwater applications, support workflows, tools, and efficiencies.
• Drive and implement initiatives to enhance the client lifecycle, including solution design, stakeholder engagement, best practices documentation, and continuous feedback.
• Enforce support case management best practices, ensuring SLA adherence and accurate updates within systems such as Jira. 

• Bachelor’s or Master’s degree in Technology, Computing, or Engineering (or equivalent experience).
• 4–6 years of relevant experience in technical/product support or a similar role.
• Proven ability to handle complex technical issues and work effectively in a cross-functional environment.
• Strong troubleshooting, analytical, investigation, and diagnostic skills.
• Proficiency in at least one scripting or programming language (e.g., Python, JavaScript).
• Solid understanding of databases (MongoDB/NoSQL and/or MySQL/MSSQL) and ability to analyze queries.
• Strong knowledge of Unix/Linux fundamentals, including log analysis and command-line troubleshooting.
• Experience with web technologies such as HTML, CSS, JavaScript, and HTTP/HTTPS.
• Experience with AWS Services.
• Familiarity with APIs, integrations, jQuery, and Regular Expressions (Regex).
• Experience working with ticketing systems such as Jira, Intercom, or similar platforms.
• Ability to prioritize effectively, manage multiple tasks, and drive outcomes in a fast-paced environment.
• Excellent written and verbal communication skills in English.
• Demonstrated ability to collaborate across teams and contribute to improving customer experience and operational efficiency.
• Willingness to work in a hybrid model (minimum 3 days in office).

• Flexibility to work in rotational shifts, including weekends and late shifts (typically once per quarter for a one-month period).
• Ability to legally work in the country of hire.