Technical Support Engineer

Technical Support Engineer Department: Engineering Location: Ireland (Dublin) Employment Type: Full-Time, Permanent Reports to: VP of Engineering Work Model: Hybrid, 3 days per week in the Dublin office RapidRatings is a financial technology company on a mission to make the global economy more transparent and resilient. We provide quantitative financial health intelligence that helps enterprises understand the true condition of their suppliers and business partners. This enables smarter risk decisions across complex, global supply chains. The Role We're looking for someone to help solve the hardest problems our customers face. As a Technical Support Engineer, you'll investigate, diagnose, and resolve complex, often undefined technical issues, with client satisfaction at the centre of everything you do. AI is at the core of how you'll work. You'll build Skills, Agents, and solutions that drive down Mean-Time-To-Resolution and offload repetitive tasks. You'll gain broad exposure to complex problems and be challenged to design solutions suited to our business, giving colleagues and teams expert advice so technical problems are handled clearly, efficiently, and swiftly, with AI as your collaborator. Key Responsibilities Diagnosis and Resolution Diagnose and resolve issues by designing, planning, and implementing fixes in a timely, appropriate manner. Own each system issue through to resolution against the agreed timeline Own internal support as the technical support engineer for incoming enquiries from across our user base Partnership and Advisory Partner with internal teams to troubleshoot recurring issues and understand end-user pain points Advise all audiences, providing expert solutions to non-technical and tech-savvy users alike, keeping communication clear and efficient Be the link between day-to-day issues and long-term fixes: escalate and partner with Product and Engineering on systemic needs Documentation and Process Document thoroughly. Maintain detailed Jira records of issues reported, defects identified, and the steps taken to resolve them, using AI as your collaborator Keep the ticketing system current and adhere to internal processes for customer service, productivity, and quality standards Stay tool-proficient across the platforms that support the role, including Datadog, Sentry, Claude and AI tooling, and Jira What We're Looking For Three plus years of hands-on experience in a software engineering or technical support role Excellent analytical, problem-solving, and troubleshooting skills Comfort writing Python is a distinct advantage The ability to build AI solutions with the right guardrails designed in from the start, not bolted on afterwards Experience working with PostgreSQL and SQL Experience with APIs is a plus A strong commitment to helping users with their technical requests Clear, effective written and verbal communication with customers and internal teams Composure under pressure, self-initiation, and strong interpersonal skills Experience with Datadog, Sentry, Jira, and Claude or other AI tooling Experience maintaining detailed documentation or ticketing records Experience partnering with Product and Engineering teams to resolve systemic issues Who You Are You bring a positive, curious approach to problem-solving and treat AI as a collaborator, not just a tool, in how you resolve issues and build solutions. You're a big-picture systems thinker who works through problems logically, using deep systems knowledge and diagnostic tools to get to the root of things. Every issue is different, so you dig past symptoms to root cause and adapt quickly rather than following a script. You communicate clearly, work independently, and know when to ask for help. You're easy to collaborate with, open to change, and stay calm and empathetic with frustrated users, including those less familiar with technology. Strong team players fit in well with our culture. About RapidRatings RapidRatings is a leading fintech company providing enterprises with the financial health intelligence they need to manage supplier risk, protect working capital, and build more resilient supply chains. We serve global organisations across manufacturing, consumer goods, financial services, and infrastructure. We're growing fast. Our Values Integrity, Innovation, Accountability, Resilience, Community Some of our Benefits: Health insurance via RapidRatings with a generous allowance. Workplace pension with matched contributions up to 5%. 25 days of paid time off (PTO) Pay Transparency Statement (Ireland) In line with the EU Pay Transparency Directive, we are committed to openness about compensation. Salary Range: €80,000 to €100,000 base salary (Dublin, Ireland) The salary offered to the successful candidate is determined by objective criteria including relevant experience and skills, level of responsibility, demands of the role, and business need. As part of the total compensation package, this role may also be eligible for performance bonus and other benefits.