Senior Backend Engineer (Application Support)

Guadalajara, Mexico Full-time 2026-07-18

About Backbase

Backbase offers a unified engagement banking platform that helps financial institutions orchestrate seamless customer experiences, increase customer loyalty, and grow their share of wallet. With clients like HSBC, Citibank, and Société Générale, Backbase is a leader in digital banking transformation. The company is committed to fostering a culture of innovation and collaboration, empowering its teams to deliver cutting-edge solutions to the financial industry.

About the Position

Introduction

Our global customer base is undergoing a significant digital transformation, and we are experiencing rapid growth. To support this, Backbase is establishing a new Customer Success Engineering group. This group, part of the Customer Success Department, aims to enhance customer satisfaction and product adoption throughout the entire customer lifecycle by providing high-quality, proactive, and reactive application support to strategic customers.

As a Senior Backend Engineer in this team, you will be crucial in resolving complex issues, identifying root causes, developing prevention strategies, creating knowledge base articles, providing training, and ultimately reducing issues and lead times in our most strategic deployments.

Responsibilities

Provide L2.5-level support to clients (directly or indirectly via partners or customer success teams), diagnosing and resolving technical issues, conducting in-depth analysis of complex software problems, identifying root causes, and implementing effective solutions.
Serve as a primary point of contact for escalated technical challenges, offering specialized expertise and rapid resolution.
Proactively monitor the platform health and performance of critical client deployments, identifying potential issues before they impact the client.
Develop and implement preventative measures to minimize recurring issues, including automation scripts, tools, and best practices.
Collaborate with product development and engineering teams to escalate bugs and feature requests, providing detailed technical insights and reproducing reported issues.
Create and maintain comprehensive knowledge base articles, documentation, and troubleshooting guides to empower clients and junior support engineers.
Conduct workshops and training sessions for clients and partners on Backbase products, best practices, and advanced troubleshooting techniques.
Participate actively in the Backbase global technical community and contribute to the continuous improvement of support processes, tools, and methodologies.
Maintain a deep understanding of Backbase products, architecture, and underlying technologies, including web applications, microservices, databases, and cloud platforms.
Be available for occasional travel to client sites (as needed) to provide on-site support or conduct training.

Requirements

Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
5+ years of experience as a Backend (Java) Engineer.
At least 2+ years of experience in an application support role, preferably in a SaaS or enterprise software environment.
Proven experience in diagnosing and resolving complex technical issues in distributed systems.
Strong proficiency in Java 8+ and Spring Framework, with hands-on experience in Spring Boot and Microservices architecture.
Strong experience with relational databases (Oracle, PostgreSQL, MySQL) and NoSQL databases (Cassandra, MongoDB).
Proficiency in cloud platforms (AWS, Azure, GCP) and containerization technologies (Docker, Kubernetes).
Familiarity with CI/CD pipelines, Git, Maven/Gradle, and Jenkins/GitLab CI.
Experience with monitoring and logging tools (Prometheus, Grafana, ELK stack).
Excellent problem-solving, analytical, and communication skills.
Ability to work independently and as part of a global team.