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Customer Support Engineer II
hace 2 semanas
About The Company
At Emburse our mission is to help make our users' lives – and their businesses – better. We are dramatically transforming how organizations manage corporate expenses and invoices. We humanize work by automating manual tasks and saving users' time, so they can focus on what matters most – their family, community, or more rewarding work. We help CFO's give their employees a simple and amazing experience while ensuring compliance and reducing costs. Our solutions are tailored for companies from start-ups and SMBs to enterprises such as Microsoft, Pinterest, Bosch, Bill & Melinda Gates Foundation, and Estee Lauder. We have more than 18,000 customers and 12 million users globally.
As a Customer Support Engineer, you'll play a key role in supporting our online expense management SaaS platform, where technology and finance meet. This role requires strong technical and analytical skills alongside an understanding of financial processes and accounting principles. You'll assist customers whose data flows between our platform and their AP or ERP systems, helping to diagnose and resolve complex issues, analyse financial data, and ensure accuracy across integrated workflows. Experience with accounting software, ERP environments, or AP processes will help you translate technical insight into clear, reliable solutions that deliver real value to our customers.
What You Will Do
- Serve as a technical contact for global customers via email, phone, Zoom, and Zendesk.
- Investigate and resolve complex product and integration issues across cloud-based environments.
- Analyze data using SQL queries and AWS logs (Coralogix) to identify root causes.
- Use the Linux command line to perform data checks and execute updates.
- Collaborate cross-functionally with Engineering, Product, and Customer Success teams using Jira, Confluence, and Slack.
- Document solutions, best practices, and knowledge base articles to support continuous improvement.
- Handle high-priority escalations with professionalism and composure.
- Contribute to product quality by reporting defects, reproducing issues, and identifying recurring trends.
- Support a global customer base across multiple time zones, ensuring consistent and reliable service delivery.
What You Will Bring
- Proven experience supporting SaaS platforms, ideally multi-tenant and API-driven.
- Proficiency with SQL for data analysis and troubleshooting.
- Familiarity with AWS, logging tools such as Coralogix, and cloud-based monitoring.
- Comfortable using the Linux command line for diagnostics and data checks.
- Exposure to Python or another scripting language for automation or analysis.
- Hands-on experience with Zendesk, Jira, Confluence, Slack, and Zoom.
- Understanding of web technologies such as HTTP, REST APIs, and JSON.
- Excellent written and verbal communication skills in English.
- Strong problem-solving mindset, attention to detail, and ability to stay calm under pressure.
- Empathy for customers and a genuine desire to help them succeed.
Preferred Experience
- Previous experience in enterprise or B2B SaaS customer support.
- Supporting large, global customers with complex integrations.
- Experience working in international, cross-functional teams.
- Contribution to internal knowledge bases or documentation.
Work Environment
- Hybrid role: three days per week in our Barcelona office, two days from home.
- Inclusive, collaborative, and growth-oriented culture.
- Opportunities for technical learning, cross-team collaboration, and career advancement.
How We Hire
We value great candidate experiences and commit to providing a transparent interview process and responsive communication. Qualified candidates will be asked to complete a short technical screening, after which interviews are scheduled with several engineers at Emburse. During the interview process, you'll have the opportunity to speak openly with engineers about their experiences working at the company. We're productive with decisions and usually complete the interview process with a candidate within two weeks.
Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
