Platform Support Engineer|

Position:Platform Support Engineer

Location: PH Only

Work Schedule:Remote: 8a-5p European time zone (CET)

Salary: Market Related

Were looking for a Platform Support Engineer to help keep our platform running smoothly.

The role

Our Client helps hundreds of online stores manage the complexity of returns with our industry leading Returns Management Platform. A SaaS that supports merchants and consumers alike through the returns process.

Were looking for a talented technical problem solver to support our customers with their more challenging problems. This role sits between our first-line support and our engineering team. Its about understanding our systems keeping them running well and being a clear reliable point of contact if an issue occurs. We welcome someone who is keen to use AI to work more efficiently debugging querying data or drafting clear updates.

Responsibilities

Triage & investigate pick up issues escalated by first-line support reproduce them and find the root cause in the logs and data.

Resolve apply the fixes within your remit and escalate to engineering with a clear reproducible report when a code change is needed.

Communicate incidents keep merchants and colleagues informed while an issue is live and help write it up afterwards.

Liaise with partners work with carriers fulfilment providers and e-commerce platforms when the fault is on their side.

Improve flag recurring issues for a permanent fix and help keep our runbooks and documentation up to date.

About you

Investigative: You enjoy getting to the bottom of a problem and following the data trail until it makes sense.

Clear communicator: Much of the job is keeping people informed clearly and calmly especially when the pressure is on.

Reliable: You see issues through to resolution and take pride in doing it right. Collaborative: Youre comfortable working across support engineering customers and partners.

Skills and Experience

Experience in a technical support operations or similar role.

Familiar with technical topics like HTTP APIs Webhooks JSON data structures etc.

Able to read logs and API traffic (status codes payloads webhooks) and trace where something broke.

Strong written English youll write incident updates bug reports and documentation every day.

A bonus: basic SQL familiarity with REST/GraphQL APIs or e-commerce and logistics platforms and an interest in using AI to work more effectively.

Diversity and Inclusion

We actively work to build an inclusive environment where everyone can do their best work. If youre excited about this role and our values resonate with you wed love to hear from you regardless of your background.