Product Support I Full Time

We are fueled by a moral imperative to advance mankind, and it all begins with our people, our product, and our purpose. Passion isn’t something we turn on and off; it’s woven into everything we do. If you thrive in high-challenge environments, are inspired by exceptional teammates, and are driven to grow beyond what you thought possible, MX is where you belong.

Come build the future with us. Join an award-winning company that isn’t just shaping the financial industry, but transforming it in ways that create meaningful, lasting impact for millions of people.

Product Support Engineer I

Job Summary

The Product Support Engineer I (PSE I) supports complex issue resolution and proactive product improvements for MX’s suite of products. This role focuses on delivering timely technical support, troubleshooting production issues, connectivity challenges, and platform integrations while ensuring a high-quality customer experience.

The ideal candidate should possess strong logical, analytical, and critical thinking skills, along with excellent troubleshooting, communication, and problem-solving abilities. This role requires close collaboration with Support, Engineering, Site Reliability Engineering (SRE), Product Management, and Customer Success teams to investigate customer-impacting issues, support incident response activities, and drive continuous operational improvements.

The Product Support Engineer I plays a key role in monitoring production health, analyzing application and API behavior, investigating service degradation, and communicating technical updates during critical incidents. The role also contributes to process improvement initiatives, operational efficiency efforts, and support readiness activities.

The Product Support Engineer I also plays a critical role in identifying, investigating, and driving resolution of product connectivity, data quality, and data integrity issues by partnering with Engineering, Product, and Operations teams to minimize customer impact and improve overall platform performance.

Technical skills may include APIs, OAuth, JSON, XML, API Gateway concepts, networking, web technologies, application logs, Datadog, OpenSearch, VictorOps, Jira, Confluence, Zendesk, Pylon, Jira Service Management (JSM), email authentication technologies, and incident management platforms.

Mandatory night shift availability and participation in on-call rotations are required for this role.

Job Duties

• Provide prompt and effective technical support to internal support teams and, when required, directly to clients via phone, email, and tickets.
• Troubleshoot and resolve issues related to APIs, authentication mechanisms, web technologies, networking, email deliverability, and platform integrations.
• Investigate customer-impacting production issues through log analysis, system diagnostics, and application behavior analysis.
• Utilize observability and monitoring platforms such as Datadog, OpenSearch, VictorOps, and related tools to identify, diagnose, and track production issues.
• Analyze application logs, API transactions, system events, and operational data to identify root causes and recommend effective resolutions.
• Apply logical, analytical, and critical thinking skills to diagnose complex technical issues and determine appropriate corrective actions.
• Participate in incident response activities for customer-impacting production issues, collaborating with Engineering, SRE, Product, and Support teams to restore service and minimize customer impact.
• Act as an operational liaison during critical incidents by providing timely technical updates and relevant information to Customer Success and Support teams.
• Investigate and troubleshoot product connectivity, aggregation, data quality, and data integrity issues impacting customer experiences, data accuracy, and platform functionality.
• Analyze connectivity trends, data discrepancies, data integrity concerns, and recurring customer-impacting issues to identify root causes and recommend corrective actions.
• Partner with Engineering, Product Management, and cross-functional stakeholders to prioritize and drive timely resolution of connectivity, performance, and data quality issues affecting clients and end users.
• Monitor and evaluate the health, performance, and reliability of product connectivity and data ingestion processes to proactively identify potential risks and service degradation.
• Advocate for customers by ensuring high-priority connectivity and data quality issues receive appropriate visibility, ownership, and resolution urgency.
• Troubleshoot email authentication and deliverability issues involving SPF, DKIM, DMARC, DNS records, and third-party email providers.
• Escalate complex or unresolved issues appropriately and in a timely manner.
• Document troubleshooting steps, resolutions, known issues, and best practices within knowledge management platforms and the knowledge base.
• Communicate effectively with internal stakeholders and customers regarding issue status, findings, and resolution progress.
• Partner closely with Engineering, Product Management, Site Reliability Engineering (SRE), Technical Support, and Customer Success teams to investigate production issues, prioritize customer-impacting defects, and improve operational effectiveness.
• Utilize ticketing, incident management, collaboration, and documentation platforms such as Jira, Confluence, Zendesk, Pylon, Jira Service Management (JSM), or similar tools to track, manage, and communicate issue resolution activities.
• Identify opportunities for process improvements, operational tooling enhancements, workflow optimization, and support efficiency initiatives.
• Stay updated on product features, technologies, operational processes, and industry trends.
• Adhere to defined Service Level Agreements (SLAs) for response and resolution timelines.
• Participate in team meetings, technical discussions, incident reviews, training sessions, and knowledge-sharing activities.
• Participate in daily on-call responsibilities and weekend on-call rotations, responding effectively to critical production issues and service-impacting events.
• Support special projects and additional responsibilities as assigned.

Job Requirements

• 2–4 years of Product Support, Technical Support, Production Support, Technical Operations, or Client Support experience.
• Strong logical reasoning, analytical, troubleshooting, and critical thinking skills.
• Experience troubleshooting customer-facing production issues in a SaaS, fintech, or technology-driven environment.
• Strong understanding of APIs, API troubleshooting, authentication concepts, networking fundamentals, web technologies, and platform integrations.
• Knowledge of OAuth authentication, JSON, XML, and API Gateway concepts.
• Experience utilizing observability, monitoring, and incident management platforms such as Datadog, OpenSearch, VictorOps, or similar tools.
• Experience analyzing application logs, operational data, and system behavior to diagnose and resolve complex technical issues.
• Proficiency using Jira, Confluence, Zendesk, Pylon, Jira Service Management (JSM), or similar ticketing, incident management, documentation, and customer support platforms.
• Experience investigating and troubleshooting product connectivity, data quality, data integrity, or aggregation-related issues in complex technology environments.
• Ability to analyze application behavior, operational data, connectivity performance, and data quality issues to determine root causes.
• Experience working cross-functionally with Engineering, Product, SRE, and Customer Success teams to drive resolution of customer-impacting technical issues.
• Experience troubleshooting email authentication and deliverability issues involving SPF, DKIM, DMARC, DNS records, and email service providers.
• Strong problem-solving skills with excellent attention to detail and the ability to manage multiple priorities effectively.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical audiences.
• Ability to work effectively in a fast-paced, high-pressure production support environment.
• Strong collaboration and teamwork skills with the ability to work effectively across Support, Engineering, Product, SRE, and Customer Success organizations.
• Ability to participate in incident response activities and effectively support customer-impacting production events.
• Mandatory availability to work night shifts and participate in daily and weekend on-call support rotations.
• Fintech industry experience or familiarity with MX products and services is a plus.

Compensation

The expected earnings for this role could be comprised of a base salary and other forms of cash compensation, such as bonus or commissions as applicable.

This pay range is just one component of MX’s total rewards package. MX takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location, skillset, peer compensation.

• Please note applicants applying for this position must have the legal right to work in India without the need for sponsorship. We are unable to provide work sponsorship for this role, and candidates should be able to verify their eligibility to work in the country independently. Proof of eligibility to work in India will be required as part of the hiring process.

Work Environment

In this role, a significant aspect of the job involves working in the office for a standard 40-hour workweek. We believe that the collaborative nature of our work and the face-to-face interactions among team members are essential for fostering a dynamic and productive work environment. Being present in the office enables seamless communication, facilitates quick decision-making, and encourages spontaneous collaboration that contributes to the overall success of our projects. We value the synergy that comes from having our team members physically together, allowing for immediate problem-solving, idea exchange, and team building.