Support Engineer *EU/ Germany remote* (m/f/d)

About Us Pliant is a modular B2B payments platform that combines commercial card issuing, payment accounts, FX, and spend management in one system — adapting to existing setups rather than requiring customers to replace them. Businesses across industries such as travel, e-commerce, and insurance use Pliant to manage complex payment workflows with cards, backed by credit lines Pliant underwrites itself. Fintechs and software platforms embed Pliant's payment infrastructure into their own products, from API-based Cards-as-a-Service to fully white-label solutions. Banks use Pliant's Card & Spend OS, the customer-facing interface, on their own infrastructure to run card programs Founded in 2020 and headquartered in Berlin, Pliant serves 5,000+ businesses and 40+ partners across Europe and the United States. A principal member of Visa and Mastercard, Pliant issues commercial cards in 13 currencies across 32 countries — under its own European e-money license and with licensed partners in the UK and US. Learn more at www.getpliant.com http://www.getpliant.com About the Role We’re looking for a (Technical) Support Engineer remote (m/f/d) to strengthen our Support Engineering team by owning the technical investigation and resolution of complex customer issues. You’ll act as the internal escalation point from 1st-Level Support, diving deep into technical topics across our Web Apps and API (SaaS) offerings. You’ll reproduce issues, analyze logs and data, validate API workflows, and coordinate cross-functionally with Customer Support, Product, and Engineering. When an issue requires a product change or a code fix, you’ll escalate with a high-quality technical handover that accelerates engineering resolution. You will work on real technical challenges, using modern tools, supporting our efforts to deliver world-class support. This role is Remote with working in Germany or within the EU. What You’ll Do - Own complex technical cases end-to-end: Take over technical tickets from 1st-Level Support, drive investigation, and deliver clear outcomes such as solution, workaround, or escalation to Engineering or Product teams. - Communication & SLA ownership: Ensure clear updates to stakeholders and adherence to SLAs throughout the ticket lifecycle. - Escalate effectively (Engineering handover): Provide complete reproduction steps, impact assessment, logs/queries/screenshots as relevant, and a crisp hypothesis when possible. - Coordinate cross-functionally: Align with Product & Engineering on prioritization, provide context, and keep Customer Support informed. - Debug product and integration issues end-to-end: Analyze customer reports, reproduce behavior, compare against expected workflows, and isolate root causes. Diagnose technical problems using logs, system tools, and troubleshooting frameworks. - Triage and classify issues: Distinguish between configuration/integration errors, data issues, product limitations, and genuine bugs.   What You’ll Bring - 3+ years in a role that includes deep technical troubleshooting (e.g., Technical Support Engineer, QA Engineer with strong debugging, and customer-facing investigations). - Strong debugging and analytical skills, you can form hypotheses, test quickly, and converge on root cause. - REST APIs + web fundamentals knowledge: HTTP, webhooks, auth (OAuth/JWT), idempotency - Experience testing REST APIs using tools such as Postman and/or cURL - Excellent communication skills, with the ability to bridge technical and non-technical audiences effectively. - Comfortable writing SQL (PostgreSQL DB) queries (joins, aggregations) to validate system state and debug issues. - Ability to read code for debugging assistance - Hands-on experience investigating issues using logs and observability tooling (e.g., Datadog/Grafana/Splunk). - High ownership & autonomy: You work independently, drive investigations to resolution, and know when to pull in others to move faster. - Expe