Product Support Engineer - Frends iPaaS - Remote - Global

As a Product Support Engineer at Frends, you will be a key part of our AI-first support strategy. You will act as the technical escalation point for our AI first-line (Botpress) and provide senior-level assistance to our customers and internal stakeholders. You will own incidents and service requests end-to-end — from first triage to resolution — across cloud, hybrid, and on-premises (including airgapped) Frends deployments. Our customers operate Frends in environments ranging from fully managed SaaS tenants to highly regulated, fully airgapped on-premise installations. You will be the person who can diagnose an agent runtime issue one hour, walk a customer through an HA on-prem installation the next, and coordinate with R&D on a confirmed product defect after lunch. You will diagnose issues across the full Frends stack: Control Panel UI, agents (Windows & Linux, cloud & on-prem), API Management, Business Automation Portal (BAP), Platform API, and the underlying SQL configuration store. Support customers through Frends version upgrades and post-upgrade troubleshooting. Assist with on-premise and airgapped installations, including HA architecture reviews, SQL setup, load balancer configuration, and identity provider integration (OIDC/ADFS/Entra ID). Coordinate with Frends Platform Operations (FPO), R&D, and Customer Success Managers on cross-team issues. Communicate clearly and professionally with customers in long-running, multi-stakeholder ticket and email threads. Identify recurring issues and feed them back into product improvement via the Continuous Learning Feedback Loop. Support the refinement of our AI First-Line (Botpress) by documenting resolutions and identifying gaps in the AI's knowledge base. Collaborate with the Documentation Product Manager to ensure public and internal docs are current and comprehensive. Deliver 1st-level support for Disaster Recovery (DR) scenarios and participate in architectural optimization discussions. What you bring: Proven track record in IT infrastructure / system administration. Strong on-premise deployment experience, including Windows Server, IIS, and Windows Services. Networking fundamentals: DNS, TCP/IP, routing, firewalls, reverse proxies, VPN/IPsec. Working knowledge of at least one virtualization or cloud platform (VMware, Hyper-V, Azure, AWS, GCP). Hands-on SQL Server experience, including high-availability patterns (AlwaysOn, clustering) and the ability to inspect and seed configuration data directly via T-SQL. Experience with backup, recovery solutions, and Disaster Recovery (DR) planning. Hands-on experience with REST APIs, API gateways/management, and API key/policy concepts. Troubleshooting HTTP, TLS/certificates, and authentication flows. Proficiency in PowerShell, Bash, or Python. SLA-driven, customer-facing support experience. Strong written English communication; ability to handle multi-party customer threads professionally. Ability to create and maintain clear technical documentation. Problem-solving mindset; able to work independently in a fast-paced environment. Nice to have: Messaging systems: RabbitMQ, Azure Service Bus, ActiveMQ. Additional databases: PostgreSQL, MySQL, SQLite. Web hosting beyond IIS: Kestrel, NGINX, Apache. Object storage: Azure Storage, S3, MinIO. Containers and orchestration: Docker, Kubernetes. Experience with airgapped / regulated customer environments. Identity & security standards: OpenID Connect (OIDC), OAuth 2.0, SAML, ADFS, Microsoft Entra ID. Understanding of JWT validation, JWKS endpoints, and claim mapping. Nordic language skills (Finnish or Swedish) — a clear plus given our customer base. Note: This is a product-centric support role. While technical depth is required, the focus is on platform operation rather than building customer-specific integration solutions. What success looks like in the first 6 months You independently handle the majority of incoming Minor and Major FPS tickets across cloud and on-prem tenants. You have led or supported at least one on-premise agent installation or architecture review with a customer. You have contributed at least three documented runbooks or knowledge-base entries. You are consistently meeting or exceeding KPIs: Customer Satisfaction (CSAT), First Contact Resolution (FCR), and SLA Compliance. Why Frends? Work Flexibly: Enjoy modern, flexible working times and a hybrid work model in Sweden with a focus on work-life balance. World-Class Execution, Nordic Values: Combine ambitious commercial performance with Nordic-rooted values like transparency, low hierarchy, and trust.