Job Overview
Location
Remote - Philippines
Job Type
Full-time
Category
Customer Support
Date Posted
May 16, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary technical point of contact for Oscilar’s customers, providing prompt and accurate resolution to complex support issues related to AI-powered risk decisioning systems.
- • Analyze, triage, and root cause customer-reported issues through the support system, using SQL queries and Python scripts to reproduce problems and validate findings.
- • Debug API integrations between Oscilar’s platform and customer systems to identify misconfigurations, data mismatches, authentication errors, or product bugs.
- • Collaborate directly with Technical Account Managers, Solutions Architects, and Engineering teams to escalate and resolve high-priority technical incidents.
- • Maintain clear, professional, and timely communication with customers in both English and Tagalog, ensuring technical explanations are accessible and actionable.
- • Document detailed resolution steps, troubleshooting procedures, and known workarounds to expand and maintain the internal knowledge base.
- • Provide structured feedback to Product and Engineering teams based on recurring customer issues, helping to prioritize platform improvements and reduce future incident volume.
- • Participate in a rotating on-call schedule to respond to critical customer incidents outside regular business hours, ensuring system uptime and customer trust.
- • Work remotely as part of a global team with members across the US, Poland, and other regions, adhering to high standards of responsiveness and accountability.
- • Apply deep technical understanding of SaaS platforms to diagnose failures in real-time risk scoring, fraud detection, and compliance workflows.
- • Continuously refine support processes by identifying gaps in documentation, training materials, and customer communication strategies.
- • Contribute to a customer-first culture rooted in extreme ownership, ensuring every interaction improves the customer experience and reinforces platform reliability.
- • Stay current with updates to Oscilar’s AI Risk Decisioning™ platform, including new features, API changes, and integration requirements, to maintain expert-level support proficiency.
- • Actively participate in team reviews, post-incident analyses, and knowledge-sharing sessions to elevate collective technical capability.
- • Demonstrate professionalism and emotional intelligence when managing high-pressure customer situations, especially during system outages or critical fraud events.
🎯 Requirements
- • 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 and debugging data issues), Python (basic scripting/debugging for issue replication), and cloud technologies
- • Excellent written and spoken communication skills in both English and Tagalog — ability to clearly explain complex technical issues to customers
- • Customer-first and extreme ownership mindset with empathy and professionalism under pressure
🏖️ Benefits
- • Competitive salary and equity packages
- • Accelerated professional growth alongside industry leaders from Meta, Uber, Citi, and Confluent
- • Make the digital economy safer by protecting online transactions through AI-driven risk decisioning
- • Remote-first, collaborative culture with global teams in the US, Poland, and beyond
Skills & Technologies
Python
REST
Remote
About Oscilar Inc.
Oscilar provides a no-code risk decisioning platform that enables fintechs and banks to build, test, and deploy real-time fraud prevention and credit risk models. The system centralizes identity, transaction, and alternative data, applies machine-learning rules, and offers continuous monitoring and explainable decisions. It is designed for product managers and analysts to reduce charge-offs, false positives, and manual reviews without engineering support.
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