Technical Support Engineer – FinTech

Location: Sofia, Bulgaria
Employment type: Full Time, Hybrid, Shift-based
Job Level: Intermediate

ABOUT US

Zetta Hosting Solutions Ltd. is part of Zetta Group, a group of technology companies with over 25 years of history and a proven track record of creating high-tech platforms for managing online payments, massive networks of users, data, and internet traffic. It is a leader in providing services in the field of Software development, Technical Compliance, and managed IT services for regulated institutions, auditing, and certification according to PCI-DSS and ISO27001 and ISO/IEC20000-1 standards.

It also offers Cloud and hosting solutions for corporate customers as well as Managed DevOps services for customers in Europe and North America. The company has over 200 experts and its office locations in: Sofia – Bulgaria, Kiel – Germany, London – United Kingdom, Barcelona – Spain, Vilnius – Lithuania, Warsaw – Poland, Bratislava – Slovakia, and Tirana – Albania.

ABOUT THE ROLE

Provides support to the Operations team via escalated Tier 1 Incidents. Acts as a subject matter expert for the support area. This role will receive Slack/Jira/Email notifications when Incidents are assigned to a team member. They will not receive email notifications when tickets are assigned to the OpenPayd Tech Support project (board).

KEY RESPONSIBILITIES

• Providing 24/7 technical support
• Support via different channels – ticketing system and emails
• Investigate, diagnose, and verify Incidents related to a particular service
• Resolve Incidents within the specified SLA
• Provide specialized investigation and diagnosis of all Incidents and Feature Requests
• Identify problems
• Escalate Major/Minor Incidents to the Product Owner
• Escalate Feature Requests to the Product Owner
• Escalate unresolved Incidents to the DevOps team
• Grafana, New Relic, and Microsoft Defender alerts monitoring
• Create and submit knowledge articles

JOB REQUIREMENTS

• Education: High School Diploma / Bachelor’s degree / Master’s degree in Computer Science, Information Systems, or equivalent work experience
• Experience and/or knowledge in troubleshooting
• Experience and/or good knowledge of API
• Excellent analytical and problem-solving skills in a technical environment
• Good level of English language – both written and spoken
• Good communication skills
• Ability to work independently and as part of a team in a dynamic environment
• Ability to work in shifts

ADVANTAGES

• Prior experience in FinTech Support will be considered an advantage
• Knowledge of Grafana, New Relic, GCP, Confluence, Slack, and/or Jira
• Knowledge about database structures (PostgreSQL in particular) and writing SQL queries will be considered an advantage
• Кnowledge of Microsoft Defender
• Knowledge of Postman

WHAT WE OFFER

• Competitive salary package – because your talent deserves it
• Extended health & dental insurance – we’ve got your back (and teeth)
• Corporate gym membership rates – stay strong, code longer
• Supportive & collaborative culture – zero egos, just great teamwork
• Flexible working hours – results matter, not time spent at a desk
• Hybrid work model – work from home or join us at the office
• Office perks – unlimited coffee, snacks, and a stocked fridge
• Regular team events – from teambuildings to epic parties

We are looking for people with creative minds and enthusiasm to join us in the adventure of developing what’s new, what’s next, and what best serves our customers’ needs.