Customer Support Engineer (Philippines) at Oscilar

At Oscilar, we're building the most advanced AI Risk Decisioning™ Platform. Banks, fintechs, and digitally native organizations rely on us to manage their fraud, credit, and compliance risk with the power of AI. If you're passionate about solving complex problems and making the internet safer for everyone, [Upgrade to PRO to see link] is your place. Why Join Us? - Mission-driven teams: Work alongside industry veterans from Meta, Uber, Citi, and Confluent, all united by a shared goal to make the digital world safer. - Ownership and impact: We believe in extreme ownership. You'll be empowered to take responsibility, move fast, and make decisions that drive our mission forward. - Innovate at the cutting edge: Your work will shape how modern finance detects fraud and manages risk. ROLE OVERVIEW We are seeking a Customer Support Engineer based in Philippines to join our growing global team. You will work directly with customers, Technical Account Managers (TAMs), Solution Architects and Engineering teams to analyze, troubleshoot, and resolve issues. This position is a hands-on individual contributor role focused on delivering excellent technical support and customer outcomes. WHAT YOU’LL DO - Act as the first line of technical support for Oscilar’s customers. - Analyze, triage, root cause, and resolve issues reported through the support system. - Collaborate with Support Engineering Lead, Solutions Engineering, and Product/Engineering teams to drive resolution of complex issues. - Write and run SQL queries and Python scripts to troubleshoot and reproduce customer problems. - Debug API integrations to identify misconfigurations, errors, or product bugs. - Maintain clear, timely, and professional communication with customers in Tagalog and English - Document issue resolution steps and contribute to the internal knowledge base. - Provide feedback to Product and Engineering to help improve the platform and reduce recurring issues. - Participate in an on-call rotation to support critical incidents. REQUIRED QUALIFICATIONS - 5+ years in technical support, solutions engineering, or customer-facing engineering roles within SaaS, fintech, or enterprise software. - Strong technical skills in: - Rest API integrations - SQL (querying, debugging data issues) - Python (basic scripting/debugging for issue replication or automation) - Cloud Technologies - Excellent problem-solving and troubleshooting ability. - Strong written and spoken communication skills in English and Tagalog — able to explain complex issues clearly to customers. - Customer-first and extreme ownership mindset with empathy and professionalism under pressure. PREFERRED QUALIFICATIONS - Background in risk management, fraud prevention, or AML systems. - Familiarity with AI/ML SaaS platforms. - Experience working with cloud-native products and monitoring/logging tools. - Prior experience supporting customers in fast-growing startups. - Speaking skills in other South East Asian languages - Thai, Tamil, Malaya, Bahasa etc Benefits and Other Perks: - Compensation: Competitive salary and equity packages - Development: Accelerated professional growth alongside industry leaders. - Impact: Make the digital economy safer by protecting online transactions. - Be part of a global, high-growth AI startup tackling real-world challenges in fraud and risk. - Remote-first, collaborative culture with teammates in the US, Poland, and beyond. - Opportunity to develop deep expertise in risk decisioning and customer support at scale.