Senior Product Support Specialist

🔥 12 hours ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Finaya

WebsiteLinkedInAll Job Openings

11 - 50 employees

💳 Fintech

☁️ SaaS

🔌 API

Fintech • SaaS • API

Finaya is a B2B fintech company that provides a modular, cloud-native financial platform and APIs to help businesses launch and operate embedded finance products. Its offerings include orchestration of channels and providers, an accounts engine for wallets and transactions, back-office multi-provider reconciliation, KYC and fraud protection, generative AI for automation and support, and customizable white-label products. Finaya emphasizes security, compliance, rapid integration (plug-and-play modules), and scalability to reduce time-to-market and operational costs for enterprises.

📋 Description

• Investigate N2-level production issues using logs and observability tools such as Dynatrace until reaching the root cause • Communicate the technical findings to the development team for resolution • Document recurring issues and their solutions, creating a searchable knowledge base for the team and other clients • Distinguish actual incidents from product enhancements reported as errors and formally route these cases to the appropriate backlog • Map out support requirements for new products before go-live, including access requirements, specific considerations, and operational risks • Serve as the client point of contact on projects without a dedicated development team, translating the scope into a commercial proposal through delivery • Guide and support the N1 support analyst in client service and daily analysis • Create and maintain operational reports and dashboards in Metabase • Contribute to the organization and visibility of the operations team through documentation and ticket-volume metrics

🎯 Requirements

• 4–5 years of hands-on experience in operations, including production support, advanced technical support, or an equivalent role • Basic programming and logic skills—you will not need to code daily, but you must be able to understand and validate logs and code snippets • Knowledge of databases • Intermediate experience with tracing and observability tools, such as Dynatrace • Investigative mindset and the autonomy to propose solutions without receiving fully defined tasks • Strong communication skills for working with clients and guiding other team members • Previous experience with financial products, such as card onboarding, credit analysis and credit bureaus, liveness detection, and document submission

🏖️ Benefits

• Autonomy to investigate, propose, and structure solutions from the ground up • The opportunity to establish and shape a new position within the company