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Senior Product Support Engineer EMEA at Jobgether. This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Product Support Engineer in EMEA.. As a Senior Product Support Engineer, you will play a key role in supporting merchants using a sophisticated payment infrastructure platform. You’ll serve as both a technical expert and customer advocate—solving complex issues, driving continuous improvement in support processes, and contributing to product quality through feedback and documentation. Working remotely within the EMEA region, you’ll collaborate closely with engineering, product, and customer success teams to deliver best-in-class solutions and ensure customer satisfaction. This position offers the opportunity to work in a dynamic, global tech environment where innovation, autonomy, and customer focus drive every decision.. . Accountabilities. Serve as a senior member of the Support Engineering team, providing advanced technical assistance to merchants using a complex API-based product.. Translate customer business requirements into technical solutions, ensuring clear and actionable guidance.. Handle incoming tickets, perform troubleshooting, and conduct root-cause analyses to resolve technical challenges efficiently.. Create and maintain comprehensive technical documentation for both customers and internal teams.. Mentor junior engineers and support team members, promoting best practices and quality assurance.. Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to address customer needs and prioritize improvements.. Represent the voice of the customer internally, ensuring that feedback informs product development and support strategy.. Participate in on-call and incident management processes, contributing to the stability and resilience of customer systems.. 4+ years of experience in a customer-facing technical support or engineering role, ideally within payments, SaaS, or B2B environments.. Strong understanding of APIs, software testing, and modern development processes (design, development, deployment).. Familiarity with programming and scripting languages such as JavaScript, Python, SQL, React, or TypeScript.. Proven experience with troubleshooting, root-cause analysis, and post-incident reviews.. Excellent communication skills with the ability to explain complex technical concepts clearly to non-technical audiences.. Strong problem-solving mindset, capable of balancing urgency, complexity, and customer impact when prioritizing issues.. Comfortable working autonomously in a fully remote setup across multiple time zones.. Empathy, adaptability, and the ability to collaborate effectively across teams and cultures.. . Company Location: Poland.