Middle Support Engineer – Digital Banking

Join Blossom! We are a U.S.-based company with over 20 years of experience dedicated to enhancing the satisfaction of credit unions and their members. We are committed to developing simpler and more innovative financial services that assist credit unions in serving their current members and attracting new ones. We are building the next-generation technology layer for credit unions.

www.blossom.net

We're looking for a detail-oriented and analytical Middle Support Engineer with a strong interest in incident resolution, who thrives in fast-paced, cross-functional environments and supports client satisfaction through technical diagnosis, clear communication, and reliable execution.

Position Summary Blossom's Digital Banking products (Web and Mobile) continue to grow in adoption and client base, driving a sustained increase in the volume and complexity of technical support tickets. We are looking for a Middle Support Engineer to strengthen Tier 2/3 support capacity, ensuring incidents are diagnosed and resolved within SLA and that routine mobile application updates are executed reliably.

This role provides hands-on technical capacity to analyze application code (TypeScript), query PostgreSQL databases, troubleshoot GraphQL/REST API integrations, and investigate error traces in AWS CloudWatch — reducing escalations to Senior Engineers and accelerating resolution times for client-impacting issues.

Key Responsibilities

• Diagnose and resolve Tier 2/3 incidents across Digital Banking products (Web and Mobile), meeting defined SLAs.
• Analyze TypeScript/JavaScript code to trace application logic (conditionals, loops, API calls) and identify root causes of errors.
• Run SQL queries (SELECT, JOINs) against PostgreSQL databases to investigate data inconsistencies.
• Investigate and resolve integration issues in GraphQL and REST APIs (headers, auth tokens, status codes) using tools such as Postman or Insomnia.
• Review logs and error traces in AWS CloudWatch (Log Insights) to accelerate diagnosis of production incidents.
• Manage and prioritize the ticket queue by severity and SLA, using JIRA as the ticket management system.
• Document solutions, root causes, and resolution steps, contributing to runbooks and knowledge standardization across the team.
• Execute routine mobile application updates, including store submissions to Google Play and the Apple App Store.
• Escalate complex blockers to Senior Engineers with a clear summary of the investigation performed.
• Communicate clearly and assertively with both technical and non-technical stakeholders (including Client Success), documenting clear technical notes in JIRA.
• Verify that issues are truly resolved before closing tickets, ensuring quality of service.
• Provide on-call support outside standard business hours when required.

Requirements

• Bachelor's degree in Computer Science, Systems Engineering, or a related field.
• 3+ years of experience in technical support, software engineering, or QA.
• Proven experience working with SQL databases and reading application logs.
• Familiarity with Node.js environments.

Key Skills And Competencies

• Intermediate knowledge of TypeScript and JavaScript; able to read and trace code logic (conditionals, loops, API calls).
• Solid proficiency in PostgreSQL (tables, relationships, data types; intermediate SQL queries with SELECT and JOINs).
• Understanding of GraphQL and REST APIs (headers, auth tokens, status codes) and API testing tools (Postman, Insomnia).
• Proficiency with AWS CloudWatch (Log Insights), Git (checking out branches), and ticket management systems (JIRA).
• Analytical thinking; ability to trace errors through logs and data to root cause.
• Assertive communication with technical and non-technical stakeholders (Client Success), including clear technical notes in JIRA.
• Results orientation and quality focus; verifies issues are truly resolved before closing tickets.
• Self-management of ticket queues, prioritizing by severity and SLA.
• Collaborative mindset; escalates complex blockers with a clear summary of the investigation.
• Service orientation and availability for on-call support outside standard business hours.

Perks

• 100% Remote work
• Compensation in USD
• Flexible working hours (results-oriented, not time-based)
• Paid time off (PTO)
• Learning & development budget (courses, certifications, events)
• Work with international teams and global products
• High ownership and autonomy in product decisions
• Opportunity to grow into Lead / Head of Product roles
• Access to AI tools and innovation-driven environment

Apply Now!