Product Support Engineer

Scapia is building a travel-first financial experience that makes travelling more rewarding and seamless. We’re building products at the intersection of travel, payments, credit and technology, with a strong focus on creating experiences that customers genuinely love.

As we scale, the complexity of our products and systems is growing. We’re looking for a Product Support Engineer who can sit at the intersection of customers, product and engineering — someone who enjoys getting to the root of problems rather than simply resolving symptoms.

Own and investigate technical issues reported by customers, operations and internal teams, taking them from initial triage to resolution.

Debug issues across APIs, backend services, databases, third-party integrations and product workflows.

Analyse logs, API responses, database records and application behaviour to identify the root cause of issues.

Work closely with Product Managers and Engineers to understand product behaviour and translate reported issues into actionable technical problems.

Reproduce production issues in local/staging environments wherever possible.

Identify whether an issue is a product bug, data issue, integration failure, configuration problem or expected behaviour.

Partner with engineering teams on bug fixes, ensuring issues are clearly documented with the right context, impact and reproduction steps.

Monitor recurring issues and identify patterns that can help us prevent problems rather than repeatedly solve them.

Build and maintain internal debugging tools, scripts, dashboards or automations that make support more efficient.

Help improve our incident response and escalation processes as the company scales.

Create documentation and troubleshooting guides for recurring technical issues.