Purple Dot Digital Limited is hiring a Customer Support Engineer to be a key individual contributor within our new Customer Engineering function. In this role, you'll provide hands-on technical support and troubleshoot complex issues for enterprise clients, serving as a vital link between our customers and our core engineering team.

What You'll Do

Debug and troubleshoot technical issues for enterprise customers, including complex API queries and integration challenges.
Debug booking failures across multiple API integrations using distributed traces and monitoring tools.
Write scripts to reproduce issues and use command-line tools like curl, jq, and grep for API testing and log analysis.
Serve as a technical point of contact and resolve escalated issues in collaboration with internal developers.
Document solutions and create knowledge base articles to empower the wider team.
Build runbooks for supplier-specific debugging procedures.
Identify opportunities to automate workflows and support processes to improve efficiency.
Create scripts to automate repetitive debugging tasks.
Provide direct, hands-on support to customers, addressing their technical needs and ensuring a positive experience.
Translate complex technical failures into clear business impact for stakeholders.
Work closely with the Customer Success team to understand customer needs and ensure technical solutions align with business goals.
Collaborate directly with the core engineering team to improve product functionality, logging, and other key technical areas.
Proactively identify areas for improvement in our support processes and contribute to a culture of continuous learning.
Analyze incident patterns using SQL queries to identify systemic issues.

What We're Looking For

Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field, OR equivalent practical experience with demonstrable technical skills.
Approximately 3 years of experience in a technical support or engineering role, preferably supporting enterprise-level products.
Proven experience debugging REST API integrations in production environments.
A motivated, adaptable individual contributor ready to take on new challenges.
Strong analytical, problem-solving, and communication skills.
Systematic debugging approach with attention to detail.
A passion for technology and a commitment to helping customers succeed.
Proven experience troubleshooting issues in complex, multi-component systems.
Scripting proficiency (2+ years with Python, JavaScript, Ruby, Go, or similar) for API interaction and automation.
Strong command-line skills using tools like curl, jq, grep for API testing and log analysis.
Proficiency with MongoDB and the MongoDB Query Language (MQL).
Experience with API testing tools like Postman or Insomnia.
Understanding of HTTP protocols, status codes, and authentication methods.
Git proficiency for accessing documentation and configuration.
Basic understanding of software development principles.
Openness to learning and applying new technologies, especially AI and automation tools.

Nice to Have

Experience with APM tools like DataDog, New Relic, or AppDynamics.
Knowledge of distributed systems, microservices, and circuit breaker patterns.
Understanding of travel industry APIs and booking systems.
Experience with JSON/XML parsing and data transformation.

Technical Stack

Languages: Python, JavaScript, Ruby, Go
Database: MongoDB
Tools: Postman, Insomnia, DataDog, New Relic, AppDynamics

Team & Environment

This role is part of the new Customer Engineering function at Purple Dot Digital Limited. You'll join a supportive team culture with mentorship from experienced leaders and collaborate directly with our core engineering team.

Benefits & Compensation

Competitive salary and performance-based incentives.
Remote or Hybrid work set up.
Health insurance coverage for you and your family.
€500 a year discount on travel itineraries booked through our platform.
Home office setup voucher redeemable at partner retailers.
Your birthday off, plus additional holidays based on years of service.
Modern offices located in the heart of Lisbon and Zurich.
A clearly defined career path for progression within the Customer Engineering function, based on achieving milestones and demonstrating key competencies.
Supportive team culture with mentorship from experienced leaders.