Product Support Engineer

About Scapia

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.

What you'll do

• 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.

• Participate in on-call / incident support when required.

What we're looking for

• 2–4 years of experience in technical support, product support, software engineering, production engineering or a similar role.

• Strong understanding of APIs, HTTP, JSON, databases and backend systems.

• Comfortable writing and running SQL queries to investigate data and production issues.

• Ability to read and understand code in languages such as Java, Python, 

• Comfortable using tools such as Postman, Grafana, GIT 

• Good understanding of AWS 

• Strong analytical and debugging mindset — you enjoy asking “why did this happen?” rather than stopping at “this is broken.”

• Ability to communicate technical problems clearly to both technical and non-technical stakeholders.

• Strong ownership and bias for action, especially when dealing with production issues.

• Ability to operate effectively in a fast-moving startup environment where processes are still evolving.

Good to have

• Experience debugging microservices and third-party integrations.

• Familiarity with event-driven systems, queues, webhooks and distributed systems.

• Experience building small scripts or internal tools to automate repetitive support/debugging workflows.

• Exposure to incident management and production monitoring.