Product Operations Support Engineer

Cashwave is the fast and flexible instant digital gift card network in Europe and LATAM. Cashwave offers digital gift cards for over 600 leading brands in 48 countries and 18 currencies in Europe, Africa and LATAM via a single API connection. We pride ourselves with our excellence and flexibility in delivery and our local presence - we have teams with boots on the ground in Sofia, Istanbul, Madrid, London, Bucharest, Athens, Bogota and Mexico City. Product Operations Support Engineer The Product Operations Support Engineer will be responsible for maintaining seamless product operations, troubleshooting, and providing frontline technical support. This role focuses on ensuring product reliability, efficiency, and scalability, while liaising closely with engineering, product, and customer success teams. Job Responsibilities Monitor, troubleshoot, and resolve issues related to product performance and customer use. Handle escalated support tickets, diagnose issues, and provide effective resolutions. Analyse and document recurring issues to drive product improvements. Collaborate with engineering and product teams to identify root causes and prevent future issues. Create, maintain, and optimize monitoring tools, alerts, and metrics for real-time insights into product health. Maintain up-to-date knowledge of our products, updates, and best practices. 2+ years of experience in a product operations or technical support role. Familiarity with SQL. Strong analytical skills and ability to troubleshoot complex systems. Excellent communication skills with a customer-focused mindset. Experience with monitoring tools (e.g., Datadog, New Relic) and ticketing systems (e.g., Jira). Experience with logging tools (e.g. Splunk). Experience in software development is a plus. Ability to work under pressure and manage multiple tasks efficiently. Education Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience). Good command of the English language. What we offer Partial remote work after initial onboarding period where in-person interaction is essential to get fully integrated Flexible benefits, and health care insurance Flat company structure and an international, diverse team spread across Bulgaria, Turkey, Canada, Spain, Colombia and Mexico. Opportunity to make an impact in shaping the future of a digital growth company Additional information We have a flat, transparent, no BS culture. Our product and technology team is 8 strong distributed amongst Sofia and Istanbul and we are committed to growing it. At Cashwave you can grow quickly in a supportive environment and take responsibility for larger tasks and projects. We value critical thinking and getting the job done. Simple.