Technical Support Engineer

Shield is a global startup, with offices in TLV, NYC, LDN, and LIS. 

We're rapidly growing and looking for another important piece of the puzzle. 

Is it you? 

We are looking for an experienced Data Integrity Support Engineer who will act as the first point of contact for any question raised by Shield customers, as well as focus on monitoring data integrity and completeness across customer environments. This is an opportunity to develop new and improved methodologies for data validation, monitoring dashboards, and automated reporting tools. You'll be part of a technical team solving complex issues, working with cutting-edge technology, and keeping our customers satisfied and informed. 

This position is based in Lisbon and we operate on a hybrid model (2 days at the office/3 days remote). 

Let's get down to business:

 What you'll do: 

• Respond to customer technical support requests via our ticketing system in a timely and professional manner.
• Proactively monitor customer data ingestion, integrity, and completeness using internal tools and dashboards.
• Diagnose and resolve complex technical issues related to data pipelines, ingestion flow, and completeness reports.
• Develop and enhance monitoring tools (e.g. Grafana, internal dashboards) to detect data anomalies, ingestion gaps, and integrity issues before customers report them.
• Break down undefined customer issues and escalate them clearly to R&D with supporting data (logs, tests, replications).
• Document all customer interactions and solutions in the ticketing system with clarity, and contribute to the internal knowledge base.
• Collaborate with Product, R&D, and Operations teams to resolve customer issues effectively.
• Participate in on-call/shift rotation and provide ad-hoc after-hours support as needed.

Experience and skills: 

• 4+ years of experience as a Technical Support Engineer or Data Integrity/Data Engineering Support role.
• Experience working with large enterprise clients.
• Experience in escalation management.
• Solid knowledge of Linux and/or Windows operating systems.
• Hands-on experience with cloud stack technologies (e.g., Kubernetes, AWS, Elasticsearch/OpenSearch, MySQL).
• Familiarity with monitoring and observability tools (e.g., Grafana, Prometheus).
• Strong understanding of data flows (ETL, ingestion, enrichment, validation) and how to ensure data completeness across multiple sources.
• Experience with log analysis and data reconciliation processes.
• Experience handling support tickets for SaaS applications in production environments.
• Strong troubleshooting, analytical, and problem-solving skills.
• Superb written and verbal communication skills in English, with the ability to explain technical concepts clearly.
• Ability to multitask, prioritize effectively, and work both independently and as part of a team.

Oh hey, you made it all the way here 

So, in case you were wondering, Shield is how compliance teams in financial services can finally read between the lines to see what their employee communications are really saying.  

Our platform analyzes digital interactions to fight financial crimes and mitigate a toxic workplace environment. 

Shield is a post Series B startup ($35M) with some of the largest financial organizations in the world as investors and customers. 

Shielders listen more intently. Pay closer attention to the details. Make the extra effort. Care. It's what we do at Shield every day. And not just for our customers, but for everyone we work with. It's all about creating a world where people understand and trust each other. 

Shield is set to do good in the world, we help protect market integrity and people's financial assets.