Ready to dive deep into the realm of Product Support Engineer in Meltwater? We’re on the lookout for a Sr Product Support Engineer to join our team and elevate our customer experience. When you come aboard, you will be responsible for providing technical assistance and supporting clients in utilizing our products and services effectively. Your strong technical skills and problem‑solving abilities are crucial in delivering exceptional services to our clients. What You’ll Do: Collaborate with an international team to provide advanced technical support for our global portfolio of customers across various industries. 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‑practice documentation, and continuous feedback. Enforce support case management best practices, ensuring SLA adherence and accurate updates within systems such as Jira. What You’ll Bring: Bachelor’s or Master’s degree in Technology, Computing, or Engineering (or equivalent experience). 4–6 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. 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 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. What We Offer: Private health insurance through MetLife for you and your dependents, complementing your state medical coverage. A company‑matched Savings Fund to help you grow your financial security. Monthly grocery vouchers to support your everyday essentials. An additional day off on your birthday, promoting a healthy work‑life balance. Complimentary CalmApp subscription for you and your loved ones because mental wellness matters. Energetic work environment with a hybrid work style, providing the balance you need. A family leave program that grows with your tenure at Meltwater. Opportunities for ongoing professional development to elevate your career. Where You'll Work: Lago Alberto Street #375 Office , Mexico City When You'll Join: ASAP Equal Employment Opportunity Statement Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment. All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations. Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world. We may use AI to assist in aspects of our hiring process, such as reviewing candidate information and supporting evaluation activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws. #J-18808-Ljbffr