Sr Product Support Engineer

Description

Summary: Join our team as a Senior Product Support Engineer to provide advanced technical assistance and elevate customer experience for our global product portfolio. Highlights: 1. Elevate customer experience through advanced technical support. 2. Collaborate with international teams and drive product stability. 3. Mentor L1/L2 engineers and contribute to technical documentation. **Description** What We’re Looking For: Ready to dive deep into the realm of Product Support Engineer in Meltwater? We’re on the lookout for a Sr Product Support Engineer to join our team and elevate our customer experience. When you come aboard, you will be responsible for providing technical assistance and supporting clients in utilizing our products and services effectively. Your strong technical skills and problem\-solving abilities are crucial in delivering exceptional services to our clients. 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. What You’ll Do:* 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. What You’ll Bring:* 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. What We Offer:* Enjoy private health insurance through MetLife for you and your dependents, complementing your state medical coverage * Benefit from a company\-matched Savings Fund to help you grow your financial security * Receive monthly grocery vouchers to support your everyday essentials * Enjoy an additional day off on your birthday, promoting a healthy work\-life balance * Complimentary CalmApp subscription for you and your loved ones because mental wellness matters. * Energetic work environment with a hybrid work style, providing the balance you need * Benefit from our family leave program, which grows with your tenure at Meltwater. * Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career. Where You'll Work: Lago Alberto Street \#375 Office 201 11320, Mexico City When You'll Join: ASAP At Meltwater, we believe that when you have the right people in the right environment, great things happen. Our best\-in\-class technology empowers our 27,000 customers around the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem\-solvers, and high\-performers who embrace challenges and find new solutions for our customers. Our award\-winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way. We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best\-in\-class solutions for our customers. We’re proud of our diverse team of 2,200\+ employees in 50 locations across 25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career. We are Meltwater. Inspired by innovation, powered by people. Equal Employment Opportunity Statement Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment. All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations. Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world. We may use AI to assist in aspects of our hiring process, such as reviewing candidate information and supporting evaluation activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws.