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Product Support Engineer

  • Applications are considered on a rolling basis
  • Applications are considered on a rolling basis

Do you want to work in a dynamic global organization, solving interesting, real-time problems? We are looking for ambitious professionals who would like to grow with our Product Support team. This role requires someone with great communication skills, technical skills and who can stay calm in often high pressure situations. The role involves monitoring and diagnosing application and system issues that are disrupting Meltwater’s business critical Media Intelligence Platform. The job calls for both technical capability and business understanding. This is a production environment, and issues need immediate attention with early diagnosis and appropriate response.


  • Work within an international team to support our customers throughout the world.

  • Manage, prioritize and troubleshoot a pipeline of application requests and project activities.

  • Respond to system-generated alerts relating to any failures on the applications.

  • Work with development teams to determine the root cause of problems and deliver effective solutions.

  • Work on continuously improving the Product Support process.

  • Document standards, processes and procedures relating to best practices, issues and resolutions.

  • Interact with people at all levels throughout the organization.

Skills & Requirements

The ideal candidate will have excellent communication, problem-solving and organizational skills. An individual who can work under pressure, communicate effectively and provide alternative solutions is likely to succeed.

Required Skills/Qualifications

  • Ability to empathize with end-users and front-line salespeople

  • Investigation and problem-solving skills

  • SQL/Database experience

  • HTML, CSS, JavaScript, jQuery, etc.

  • Business awareness with excellent communication skills, both written and verbal

  • Fluent in English

Desirable Skills

  • Experience with Linux and scripting

  • Experience with MongoDB, Elastic Search and Big Data

  • Experience with jQuery, Angular.js

  • Backend development experience (e.g. Node.js, Java, PHP, Python, Ruby)

  • Familiarity with regular expressions

  • Experience/knowledge of swarm methodology


This full-time position is placed in Cape Town, South Africa.

What you can expect from us

  • Work in a friendly, international and welcoming company.

  • Challenging tasks to solve in collaboration with other international teams.

  • Community: periodic hackathons, self-organized tech guilds and more.

  • Learning and development: Attend industry conferences; opportunities to deliver talks and blog posts.

  • Competitive salary and benefits.

Application Process

Please respond with your resume, cover letter and a brief note explaining why you are interested in working for Meltwater. If we think you are an interesting candidate for the role, we will reach out to you to set up a preliminary phone interview.

Great Place to Work

  • Competitive Salary

  • Fresh fruits & free drinks

  • Internal hackathons

  • Personal Branding Support

  • Ergonomic desks and chairs

  • Great hardware

  • Opportunities to travel in Europe and the U.S.

  • Open Source Contributions

  • Conferences and Tech Talks

About the company

Meltwater, a pioneer of media intelligence and now Outside Insight, gives businesses the information advantage they need to stay ahead. More than 30,000 companies have used Meltwater’s media intelligence to stay on top of billions of online conversations and extract relevant insights to strategically manage their brands. Meltwater is dedicated to personal, global service built on the local expertise of 55 offices across six continents. Meltwater is also committed to fostering the data science ecosystem through MEST, a pan-African entrepreneurial program and incubator, and Shack15, a global data science community. Learn more at meltwater.com.

All of our solutions are fully web-based, offered as a service, and based on a modern technology stack. This is your opportunity to be part of a small agile team within a big multinational organization!

We are more than 2000 people across the globe, so there is a lot going on. We believe in diversity and inclusion, and building teams with a wide variety of backgrounds and perspectives. This approach not only raises the quality of our products for our customers, but makes collaboration along the way much more fun.

Read our underthehood blog to see which problems our engineers are solving. Also have a look at what life is like at Meltwater and visit our company profiles on LinkedIn, Xing, Facebook, and Twitter.

Equal Opportunity

Meltwater is firmly committed to affording equal employment opportunities to all candidates and employees alike without regard to race, color, religion, age, national origin, gender, sexual orientation, gender identity or gender expression, marital status disability, veteran status and we treat each individual with respect and dignity.

The “EEO is the Law” poster is available at: http://bit.ly/2KBm9Ei

And “EEO is the Law Supplement” poster is available at: http://bit.ly/2Kmxnxd

On-Line Accessibility Directive: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us here for assistance.

Paul Toomey | Contact Person

I'm interested