Senior Technical Services Engineer

We are seeking an experienced Senior Technical Services Engineer to join our team in Israel. This role involves serving as a tier 3 support for escalations, building and maintaining production monitoring, and leading cross-domain incident management. Your ability to work collaboratively with multiple teams, proactively monitor systems, and quickly identify and resolve issues will be essential to the success of our technical services operations.

Minimum qualifications to apply this role:

• 5+ years of experience in technical support, production engineering, or similar roles, preferably in a SaaS environment.
• A self-starter with strong problem-solving skills, the ability to work independently, and a “big picture” perspective.
• Strong troubleshooting and debugging skills with web applications, databases, and distributed complex systems.
• Proficiency in SQL for data analysis and problem-solving.
• Experience with monitoring/logging tools such as Datadog or similar platforms.
• Familiarity with ticketing systems (Jira) 
• Familiarity with incident management processes.
• Excellent communication and interpersonal skills in English (Hebrew is a plus).
• Ability to work independently, make decisions, and think strategically in a fast-paced environment.
• Exposure to AWS serverless architecture and CloudWatch is a plus.
• Knowledge of web technologies: HTML, JavaScript, and REST APIs is a plus.
• Bachelor's degree in Computer Science, Industrial Engineering, Information Systems or a related field.

How your day is going to look, what you will be doing? 

• You will play a critical role in resolving complex technical issues that have been escalated from lower-tier support teams. You will collaborate closely with the engineering team to deliver prompt and efficient solutions to customers.
• You will be responsible for maintaining and monitoring production environments to ensure optimal performance.
• You will be responsible for monitoring systems and conducting research to anticipate and identify potential issues before they escalate. This will involve creating and implementing monitoring tools and procedures to ensure that all systems are running smoothly, and proactively identifying opportunities for process improvements.
• You will be expected to lead cross-domain incident management efforts, coordinating with other teams to ensure that incidents are resolved quickly and efficiently.

About Melio: 

Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.

With offices in New York, Denver, and Tel Aviv, and a vibrant work culture, Melio is expanding every single day. We are a diverse group of people who love what we do and do what we love. If you are a driven and passionate team player, you will fit right in. We are an equal-opportunity employer and are always on the lookout for top-notch talent—please reach out if you would like to join us on this exciting journey!