Product Support Engineer

About the role

Daon is seeking a Product Support Engineer to deliver tier‑1 and basic tier‑2 assistance for its TrustX platform. The role blends technical troubleshooting with direct customer interaction in a hybrid schedule (3 days onsite, 2 days remote). Bilingual English/Spanish candidates are strongly preferred.

Key responsibilities

• Provide tier‑1 and basic tier‑2 product support to ensure customer satisfaction.
• Tri­age, document, and replicate support incidents using Daon SDKs.
• Escalate complex cases to development and engineering teams.
• Draft and maintain knowledge‑base articles and internal support documentation.
• Collect support metrics and generate status reports.
• Maintain internal tools such as Jira, Zendesk workflows, and CRM integrations, and manage software licenses.
• Participate in on‑call weekend rotation for critical global support.

Required profile

• Bachelor's degree in Computer Science or related field, or equivalent practical experience.
• 1–3 years of technical or product support experience.
• Excellent written and verbal English; Spanish fluency highly desired.
• Experience with ticketing systems, live‑chat support, and basic workflow tools.

Required skills

• Python scripting (1+ year).
• Ability to read/debug Objective‑C/Swift, Java/Kotlin, or JavaScript.
• PowerShell and Bash scripting.
• Mobile SDK integration and testing (Swift/Objective‑C, Java/Kotlin).
• RESTful API testing and construction.
• Knowledge of TLS/SSL, security certificates, Apache Tomcat.
• SQL basics (Oracle, MSSQL, MySQL).
• Linux administration (RHEL or similar).
• Java JVM troubleshooting.
• AWS services: EC2, RDS, VPC, S3, Route53.
• Jira, Zendesk, and CRM integration experience.