Middle Technical Support Specialist

We are looking for a Technical Support Specialist to join our team. This role belongs to the second line of customer support. The main task of Technical Support Specialist is to keep abreast of what is happening, monitor the situation and quickly cope with non-standard situations. Work schedule is organized in shifts: (8.00 to 17.00 & 15.00 to 24.00) .

The work includes shifts on weekends 16/7 - 365, and night shifts are possible in the future. 24/7 - 365

• Processing requests within the second line of technical support: analysis of incidents, provision of temporary solutions, registration of problems;
• Prompt resolution of incidents upon requests from users and dealing with alarms from monitoring system;
• Registration of incidents that reported by monitoring systems and tools;
• Independent resolution of incidents in maintained applications or escalation to the 3rd line - to the development team;
• Proactive approach to provide standard solutions for frequent technical support calls/tickets;
• Clear and accurate documentation of your work and replenishment of the knowledge base system;
• Monitoring the timely resolution of incidents and open tickets.
• Informing stakeholders about incidents statistics and system health status.   
• Previous job experience as a system administrator or technical support specialist;
• Be able to detect, understand and analyze errors;
• Be able to quickly respond to changes, analyze critical situations;
• Be able to promptly find a solution in case of incorrect system operation;
• Quick learner and sociable;
• Eagerness and ability to understand the details;
• High sense of responsibility and ability to work independently;
• Excellent communication skills in order to coordinate issue resolution between various teams and departments;
• English/Russian/Latvian languages at least on upper intermediate level.

REQUIREMENTS

Knowledge/Experience that will be considered as advantage:   

• Experience with production support of Custom Developed Web Mobile based applications;
• Experience with AWS (Cloudwatch, X-Ray);
• Experience in setting up, monitoring, collecting metrics and logs (VictoriaMetrics, Loki, Prometheus, Grafana, Metabase, Sentry, CloudWatch);
• Experience with ITSM systems (ManageEngine, Jira ITSM, Statuspage) or similar products;
• Basic PHP development skills and desire to learn to code, as potentially this role might include fixing of some basic application bugs & issues.

• Supportive Team: Join a friendly and professional team.
• Career Growth: Opportunities to advance your fintech career.
• Training: Paid training & development opportunities
• Benefits: Health insurance coverage after the probation period.
• Company Culture: Engage in corporate events, game nights, and company gatherings.
• Complimentary company-provided lunches, fresh fruits, and snacks in the office.