Production Support Engineer

We are seeking a highly skilled Production Support Engineer to join our team and provide technical support for Matrix's advanced risk management platform. This role involves ensuring system stability, resolving production issues, and delivering exceptional service to our clients in a mission-critical environment.

Product Support Engineer

Position Overview

As a Product Support Engineer at you will serve as the first point of contact for our customers, resolving both pre-production and post-production technical issues within our cloud-based financial crime prevention platform. This role requires a strong technical foundation, problem-solving mindset, and customer-centric attitude to ensure that customer issues are addressed promptly and effectively. You’ll be expected to take full ownership of customer incidents, mitigate urgent problems, escalate appropriately to our engineering teams, and follow through until complete resolution.

This position involves analyzing complex technical issues across products and their interaction with customers’ infrastructure.

We are looking for professionals with experience across L1, L2, and L3 support levels—or with the technical capability to operate across these levels.

Key Responsibilities

● Serve as a technical expert on products, resolving complex customer issues independently or with minimal guidance.

● Troubleshoot and resolve product and infrastructure-related issues in a 24/7 environment, adhering to established SLA timelines.

● Manage customer communications effectively, including conference calls and status updates to stakeholders.

● Clearly document and communicate issue root causes, impacts, and resolution steps to internal and external stakeholders.

● Escalate critical issues to the appropriate engineering teams and coordinate resolution efforts across multiple tiers of support.

● Contribute to the continuous improvement of support documentation, including the creation of internal knowledge base articles.

● Translate customer feedback into actionable engineering requirements and collaborate with Engineering and Customer Success teams to prioritize enhancements.

● Regularly interact with internal tools and bug-fixing processes using Shell scripting, SQL, and/or Python.

● After 6–9 months, participate in the on-call rotation for handling high-priority issues during weekends (approximately one weekend every three weeks),

Required Skills and Experience

● Excellent written and verbal communication skills, with the ability to produce clear, professional customer-facing documentation (e.g., Root Cause Analysis reports).

● Ability to work autonomously in a fast-paced, dynamic environment.

● 2–4 years of experience in a technical support, product support, or engineering role.

● Strong technical foundation, with a solid understanding of programming concepts (development experience is a plus, but not required).

● Familiarity with UNIX/Linux systems.

● Understanding of Object-Oriented Programming principles; experience with Java is preferred.

● Hands-on experience with development tools such as Git, IDEs, and related utilities.

● Experience with databases, particularly Cassandra and SQL.

● Knowledge of distributed systems, high-availability architectures, and web technologies (especially REST APIs).

● Familiarity with cloud platforms such as AWS or GCP.

● Exposure to messaging systems like RabbitMQ or Kafka, and coordination tools such as Zookeeper.

Qualifications

● Bachelor’s degree in Computer Science, Engineering, or a related technical field—or equivalent professional experience.

Why Join Us?

• Work with cutting-edge technology in the financial risk management space.
• Opportunity to collaborate with global teams and leading financial institutions.
• Competitive compensation and benefits package.

Why Matrix

Matrix is a global, dynamic, fast-growing technical consultancy leading technology services company with 13000 employees worldwide. Since its foundation in 2001, Matrix has made more travelers and acquisitions and has executed some of the largest, most significant. The company specializes in implementing and developing leading technologies, software solutions, and products. It provides its customers with infrastructure and consulting services, IT outsourcing, offshore, training and assimilation, and Ves as representatives for the world's leading software vendors.  With vast experience in private and public sectors, ranging from Finance, Telecom, Health, Hi-Tech, Education, Defense, and Secu city, Matrix's customer base includes guest organizations in Israel and a steadily growing client base worldwide. 

We are comprised of talented, creative, and dedicated individuals passionate about delivering innovative solutions to the market. We source and foster the best talent and recognize that all employee's contributions are integral to our company's future. 

Matrix- success is based on a challenging work environment, competitive compensation and benefits, and rewarding career opportunities. We encourage a diverse work environment of sharing, learning, and ceding together. Come and join the winning team! You'll be challenged and have fun in a highly respected organization. To Learn More, Visit Matrix -ifs. Com,