Technical Support Engineer

About the role

Shield is a global startup, with offices in TLV, NYC, LDN, and LIS. We’re growing and looking for another important piece of the puzzle. Is it you? We are looking for an experienced Technical Support Engineer with strong application and infrastructure troubleshooting expertise to serve as the primary technical support resource for our US region customers. This role combines deep technical knowledge with a customer support focus, ensuring customers can successfully operate Shield reliably in production. You’ll work closely with customers (on the business and IT side) and with various Shield teams to diagnose and resolve complex technical issues. Shield is the industry’s most comprehensive digital communications governance and archiving solution, purpose-built for financial institutions. Named a Visionary by Gartner, Shield’s platform blends AI innovation with deep regulatory expertise to simplify compliance, strengthen security, and unlock efficiency. Trusted by leading global financial institutions, Shield works closely with its partners to help compliance teams uncover hidden risks, prevent financial crimes, and protect both people and markets. With operations across key financial hubs worldwide, we support customers wherever they operate, navigating complex regulatory environments with confidence. At our core, we’re focused on building trust: protecting market integrity and creating a world where communication is understood and accountable. Our work has been recognized by industry leaders and analysts, including Deloitte Fast 500, Dun & Bradstreet’s Top 20 Companies, Regulation Asia Awards, and RegTech Insight Awards Europe—reflecting our impact, growth, and commitment to excellence. If you’re ready to make a real impact at a fast-growing, mission-driven company working with the world’s leading banks to redefine communication governance and compliance - this is the place for you. This position is based in New York.

Responsibilities

• Provide expert technical support for Shield deployments across US time zones as part of the global support team.
• Troubleshoot Application impacting issues covering different application and infrastructure dimensions.
• Support customers with integration challenges and troubleshoot data flows between Shield and external systems.
• Proactively monitor customer environments using Prometheus, Grafana, and other observability tools to identify potential issues.
• Break down complex technical issues and escalate clearly to R&D with supporting data, logs, and analysis.
• Document all customer interactions, solutions, and technical patterns in the ticketing system and knowledge base.
• Collaborate with R&D, Product, and Operations teams to resolve customer issues and improve platform reliability.
• Act as the regional technical escalation point for complex incidents and infrastructure issues.
• Respond to customer technical support requests via ticketing system in a timely and professional manner.
• Participate in a rotating on-call schedule.

Requirements

• 2-4 years of experience in Technical Support (L1 and L2), DevOps Support, or Site Reliability Engineering – MUST.
• Customer-facing technical support in SaaS or enterprise environments.
• Strong knowledge of Kubernetes from a troubleshooting and operational perspective.
• Hands-on experience with cloud infrastructure (AWS) and cloud