L1/L2 Technical Support

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November 26

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IntellectEU

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Fintech • Enterprise • Finance

IntellectEU is a global technology company that specializes in digital finance innovation and payment modernization. With over 18 years of experience, it provides enterprise-scale solutions in cross-border payments, market infrastructure, and sustainable finance. IntellectEU is known for leveraging blockchain, smart contracts, and digital assets technologies to innovate and provide seamless connectivity between traditional and modern financial systems. It is recognized for its expertise in the financial technology space, working closely with enterprises to create new digital market infrastructure and integrate on- and off-chain payment solutions.

201 - 500 employees

💳 Fintech

🏢 Enterprise

💸 Finance

💰 Venture Round on 2017-06

📋 Description

• Enhance our support operations and ensure the highest levels of service availability. • Respond to a wide range of support scenarios for business-critical services. • Accept escalated incidents from L1 and perform advanced troubleshooting: log analysis, configuration reviews, container and platform diagnostics, monitoring dashboards. • Conduct incident root cause analysis (RCA) for infrastructure or application-level failures; document findings and contribute to post-incident reports. • Own the lifecycle of complex issues: investigation, updates, resolution or escalation to L3/Engineering as required. • Liaise with DevOps, Integration, Infrastructure, and Development teams to ensure cross-team coordination during incidents and maintenance. • Lead or support Problem Management activities by identifying, analyzing and documenting root causes of recurring and high-impact issues. • Create and maintain Known Error Records (KER) and ensure effective workarounds are captured and communicated to the wider support team. • Collaborate with engineering teams to propose and track long-term corrective actions and preventive improvements. • Participate in covering appr. 1 week/month 24/7 on-call shifts. • Monitor problem trends and proactively recommend stability, reliability or process improvements.

🎯 Requirements

• Experience in technical support roles such as Technical Support Engineer or Application Support Engineer, with focus on L2 Support. • Understanding of ITIL concepts including Incident, Problem, and Event Management. • Hands-on experience with Linux command line and system troubleshooting. • Knowledge of containers and Kubernetes fundamentals (pods, deployments, logs, events, troubleshooting). • Familiarity with networking basics (HTTP, DNS, load-balancing), REST APIs, and data formats (XML, JSON). • Ability to inspect logs, configuration files, and interpret relevant diagnostics and traces. • Experience with Temporal or similar workflow/orchestration platforms is a plus. • Security awareness (OAuth 2.0, SSL/TLS) is a plus. • Experience with message-queue systems (e.g., IBM MQ, RabbitMQ, Kafka) is a plus. • Basic scripting capability (e.g., Bash, Python) is a plus. • Experience with monitoring and logging tools (ELK, Splunk, Prometheus, Grafana) preferred. • Excellent analytical and problem-solving capabilities, comfortable with tackling both routine and complex incidents. • English proficiency required; fluency in Spanish is a strong plus.

🏖️ Benefits

• Excellent compensation and benefits package, including medical insurance and sports activities. • International experience in a stable company with over 15 years in the market. • A passionate team in an innovative, casual, positive, and open work environment. • Great opportunities for personal and professional development.