Senior Technical Services Engineer

We are looking for an experienced Senior Technical Services Engineer to join our dynamic team based in Israel. You will play a critical role in ensuring the smooth operation of our technical infrastructure and product flows. Your responsibilities will include providing tier 3 technical support for escalated issues, taking charge of building monitors, maintaining continuous vigilance over the production environment, and taking the lead in coordinating incident response efforts across different departments. Qualifications: 5+ years of experience in Tier 3/4 Technical Support, Production Engineering, or a highly technical SRE-adjacent role. A strong technical background with proven experience in troubleshooting and debugging complex issues. Troubleshooting Specialist: Expert at using debugging tools, browser dev tools, Postman, and log aggregators (Datadog/Splunk/ELK). Experience in incident management, including leading cross-domain incident management efforts. SQL Expert: Strong proficiency in SQL with experience handling complex relational databases in a production setting. Proactive approach, taking the initiative to start processes and spot potential issues before they come up Proven ability to read and understand code (JS/TypeScript/Python) to assist in bug isolation. Incident Management: experience with managing the lifecycle of production incidents. Communication: English and Hebrew; ability to translate complex technical "noise" into clear, actionable signals for R&D. Ability to thrive in a fast-paced, dynamic environment. Bonus points: Experience in the Fintech industry (understanding of ledgers, payments, or clearing). Familiarity with AWS Lambda and serverless architecture. Prior experience as a Software Developer who transitioned into high-level support/production engineering. A day in the life and how you’ll make an impact: Lead cross-functional efforts to identify, analyze, and address intricate technical challenges, fostering seamless collaboration between various support teams and engineering units. Additionally, assume responsibility for addressing complex support tickets and ensuring adherence to stringent SLAs, all while maintaining a commitment to meeting service level objectives. Lead cross-functional efforts to tackle complex technical challenges, ensure smooth collaboration between support and engineering teams, handle complex support tickets, and meet SLAs. Continuously monitor diverse processes across our systems, proactively identifying potential issues before they escalate. Additionally, engage in thorough research of issues arising from these monitoring activities and collaborate closely with the R&D team to develop effective resolutions. Simultaneously, contribute to ongoing improvements to our monitoring systems to elevate their efficacy and reliability. Monitor system processes to spot potential issues early, research problems, collaborate with R&D for solutions, and enhance our monitoring systems. Take an active role in incident management efforts while also contributing to continuous improvements in R&D processes. Diligently track key metrics and maintain proactive oversight to ensure sustained optimization. Develop monitoring tools and drive process improvement initiatives to ensure smooth system operations and enhanced operational efficiency. About Melio: Melio, a Xero company, is revolutionizing how small businesses handle payments. By combining Melio's best-in-class bill pay platform with Xero's global accounting expertise, we're building the ultimate financial command center for American small businesses. We're the fastest-growing B2B payment solution in the US—but we're still small enough that you can make a real, visible impact as we scale to reach millions more businesses. About the Engineering department: The Engineering department is the backbone of Melio. We provide consultation, support and designs for technical solutions—supporting our customers and the entire organization. We get in