Cashwave is the fast and flexible instant digital gift card network in Europe and LATAM. Cashwave offers digital gift cards for over 600 leading brands in 48 countries and 18 currencies in Europe, Africa and LATAM via a single API connection.
We pride ourselves with our excellence and flexibility in delivery and our local presence - we have teams with boots on the ground in Sofia, Istanbul, Madrid, London, Bucharest, Athens, Bogota and Mexico City.
Job DescriptionProduct Operations Support Engineer
The Product Operations Support Engineer will be responsible for maintaining seamless product operations, troubleshooting, and providing frontline technical support. This role focuses on ensuring product reliability, efficiency, and scalability, while liaising closely with engineering, product, and customer success teams.
Job Responsibilities
Monitor, troubleshoot, and resolve issues related to product performance and customer use.
Handle escalated support tickets, diagnose issues, and provide effective resolutions.
Analyse and document recurring issues to drive product improvements.
Collaborate with engineering and product teams to identify root causes and prevent future issues.
Create, maintain, and optimize monitoring tools, alerts, and metrics for real-time insights into product health.
Maintain up-to-date knowledge of our products, updates, and best practices.
2+ years of experience in a product operations or technical support role.
Familiarity with SQL.
Strong analytical skills and ability to troubleshoot complex systems.
Excellent communication skills with a customer-focused mindset.
Experience with monitoring tools (e.g., Datadog, New Relic) and ticketing systems (e.g., Jira).
Experience with logging tools (e.g. Splunk).
Experience in software development is a plus.
Ability to work under pressure and manage multiple tasks efficiently.
Education
Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
Good command of the English language.
What we offer
Partial remote work after initial onboarding period where in-person interaction is essential to get fully integrated
Flexible benefits, and health care insurance
Flat company structure and an international, diverse team spread across Bulgaria, Turkey, Canada, Spain, Colombia and Mexico.
Opportunity to make an impact in shaping the future of a digital growth company
Additional information
We have a flat, transparent, no BS culture. Our product and technology team is 8 strong distributed amongst Sofia and Istanbul and we are committed to growing it.
At Cashwave you can grow quickly in a supportive environment and take responsibility for larger tasks and projects. We value critical thinking and getting the job done. Simple.
Skills Required
- 2+ years of experience in a product operations or technical support role
- Familiarity with SQL
- Strong analytical skills and ability to troubleshoot complex systems
- Excellent communication skills with a customer-focused mindset
- Experience with monitoring tools (e.g., Datadog, New Relic)
- Experience with ticketing systems (e.g., Jira)
- Experience with logging tools (e.g., Splunk)
- Experience in software development
- Ability to work under pressure and manage multiple tasks efficiently
- Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience)
- Good command of the English language
What We Do
Cashwave is a technology company specializing in B2B solutions for the gift card and employee rewards industries. It operates a digital distribution platform that provides branded gift cards and vouchers from leading brands across Europe and LATAM. The company enables businesses to efficiently manage and deliver incentives, rewards, and personalized savings products to their employees and clients through its flexible digital network.
