Production Support Engineer
FrankieOne is a RegTech company that provides a unified connection to KYC, KYB, AML, and fraud tools. Its platform helps banks, fintechs, and financial-services companies onboard customers, manage risk, and monitor transactions.
About FrankieOne
FrankieOne provides a unified API, customizable decision engine, and single customer view for customer onboarding, identity and business verification, AML, fraud protection, biometrics, risk-based onboarding, and transaction monitoring. The company connects customers to hundreds of global vendors and data sources, enabling organizations to configure and activate checks and verifications with minimal development work. Its customers include banks, fintechs, and other highly regulated financial-services companies.
Skills
About the Role
You will own product-reported tickets from intake through resolution, diagnose issues across APIs, SDKs, integrations, and vendor systems, and communicate clearly with customers. You will lead L2 incident response, monitor operational health, maintain knowledge resources, and automate recurring support work.
Requirements
- 5+ years of experience in production support, SRE, TechOps, DevOps, or similar operational engineering roles
- Experience owning tickets end-to-end and resolving issues independently
- Troubleshooting experience with distributed systems, REST APIs, and webhook or event-driven integrations
- Strong SQL and data investigation skills
- Experience diagnosing third-party vendor integration issues
- Scripting and automation skills with Python or Bash
- Familiarity with AWS or GCP, Kafka or SQS, and asynchronous systems
- Experience with on-call rotations and incident response
- Experience interpreting logs, traces, metrics, and observability tools
- Production-alert triage and alert-tuning experience
- Feature-request triage experience
- Customer-facing written communication skills
- Root cause analysis experience
- Experience reducing recurring ticket volume through automation, documentation, or process improvement
Responsibilities
- Own product-reported tickets from intake through closure
- Triage tickets by severity and customer impact
- Manage customer communication throughout the ticket lifecycle
- Report on ticket volumes, trends, and recurring issues
- Diagnose issues across APIs, SDKs, webhooks, and the Portal
- Resolve configuration, data, setup, reprocessing, and known-workaround issues
- Escalate genuine code defects while retaining ticket ownership
- Coordinate engineering fixes and confirm resolution with customers
- Lead L2 incident response within SLA
- Acknowledge on-call alerts and provide rapid analysis
- Maintain status page updates, SLA monitoring, and post-incident reviews
- Monitor vendor health and communicate vendor issues to customers
- Run batch processes and maintain operational health dashboards
- Build runbooks, playbooks, monitoring configurations, and knowledge-base content
- Automate operational toil using Jira automation, scripting, or tooling improvements
- Act as the technical liaison between customers, support teams, and Engineering
- Reproduce issues in sandbox and production environments
- Feed operational insights into Product and Engineering prioritisation
Benefits
- Hybrid flexibility with 3 days in the office
