Software Support Engineer

About Ownera

Ownera is at the forefront of financial innovation, offering cutting-edge solutions that connect traditional finance with blockchain technology. Our flagship product, the Ownera Router, powered by the FinP2P protocol, enables seamless connectivity between institutions, blockchains, and legacy financial systems to unlock new opportunities in digital asset trading and tokenization.

Job Overview

We are seeking a Senior Support Engineer to join our team and be involved in helping to support our clients as a Tier 1-3, meaning including both providing front line support and in turn analyzing, triaging and solving both production and project oriented incidents. In addition, we will be looking for you to contribute in helping to build up our support capability in our young organization, including the establishment of both internally and externally facing knowledge-base, fine tuning procedures, and providing product supportability feedback to the various stakeholders involved .

The ideal candidate will have deep expertise and hands-on technical proficiency in mission critical software support, including the technical and analytical skills involved in troubleshooting problems, with experience in both cloud and on-prem deployments.

Key Responsibilities

🔹 Technical Support

• Monitor and triage incoming issues (via ticketing system, chats, email, etc.) for mission critical financial system
• Escalate according to severity, SLA, and impact
• Gather and record relevant information to escalate tickets (logs, screenshots, environment)
• Support the various onboarding tasks performed by customers and partners, for example to review, guide, and support customers in integration troubleshooting and conducting certification testing
• Reproduce user issues in test environments
• Review logs, configuration files, and monitoring dashboards
• Guide customers through advanced configurations and workflows
• Work with deployment across cloud (AWS, Azure, GCP) and on-premises environments
• Provide workarounds and oversee hotfixes or patches rollout in both emergency or schedule manner

🔹 Help Improve Processes and Knowledge

• Maintain documentation and knowledge base for recurring issues
• Write runbooks for lower-tier support and postmortems for incidents
• Implement and maintain observability (e.g., tracing, logging improvements)
• Provide product supportability feedback to both product and engineers (logs review and recommendations)
• Help in testing releases that are rollout candidates, including API testing using commonly used tools such as Postman
• Help in rollout activities (such as updating online documentation, assessing risk, providing release specific feedback internally, assess release notes).

Key Requirements

• 5+ years of experience support complex platforms involving multiple integration levels with various stakeholders (vendor partners, direct customers, etc.)
• Experience with working with clients as front line support, knowing how to communicate professionally and follow up with stakeholders a must
• Working in lower levels of support (e.g., T2-3), with deep technical and analytical skills to troubleshoot a very complex infrastructure both from business and technical perspective
• Knowledge in supporting distributed infrastructure that involves complex technical workflows that are accessible and initiated via varying and numerous API calls, and that connect to client/vendor heterogenous technologies
• Experience with supporting a mixed operational model which includes SAS/managed services vs. on-prem model for B2B mid-sized to large global client organizations
• Worked directly with medium to large size clients abroad and/or are intentional organizations, preferable both business and technology oriented contacts
• Proven expertise in cloud (AWS, Azure, GCP) and on-premises deployments.
• Support infrastructure using Linux/Kubernetes based implementations, with basic understanding of devops concepts a must
• Experience in various manual testing of API (e.g., Postman) and troubleshooting analysis tools (Grafana) under the umbrella of support
• Strong communication, collaboration, and documentation skills

A plus:

• Posses strong background in API integrations, cloud architecture and DevOps
• Be able to write scripts in languages such as nodejs, python, etc. is an advantage
• Understanding the world of bitcoin, blockchains, and financial trading platforms a big plus
• Experience in FinTech and/or banks and financial institutions