Posted Apr 3, 2026
Key Responsibilities:
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. Qualifications Required:
Bachelors or Masters degree in Technology, Computing, or Engineering (or equivalent experience). - 46 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. Role Overview: As a Product Support Engineer at Meltwater, you will play a crucial role in providing technical assistance and support to clients in utilizing the company's products and services effectively. Your strong technical skills and problem-solving abilities will be instrumental in delivering exceptional services to customers. You will collaborate with an international team to provide advanced technical support for a global portfolio of customers across various industries. Key Responsibilities:
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
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