Technical Support Engineer – FinTech

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

ABOUT US:

We’re part of 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.

ROLE OVERVIEW:

Provides support to the Operations team via escalated Tier 1 Incidents. Acts as a subject matter expert for 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 and New Relic 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.
• Knowledge of Postman.

WHAT WE OFFER:

• Competitive remuneration.
• Additional extended health and dental insurance, preferential fitness price.
• Friendly work environment.
• Option to work from home.
• Free snacks and beverages in the office.

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.