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