Support engineer

WHAT WE NEED:

• Strong analytical and troubleshooting skills with attention to details
• Basic skills in *nix OS administration
• Basic knowledge in networking: IP stack, routing, DNS
• Basic knowledge in infrastructure and application monitoring: principles, approaches
• Familiar with logs aggregation stack (i.e ELK, Loki, etc)
• Basic knowledge in cloud technologies (AWS preferable)
• Strong problem identification and description skills
• Intermediate English proficiency for effective communication

WILL BE A PLUS:

• At least 1 year of experience in a support role
• Experience in card processing, payment providers, or related domains is a plus.
• Familiarity with Jira, Confluence and ServiceDesk tools
• Extensive knowledge of network concepts including designing, solutions, troubleshooting, and operations processes
• Background in various infrastructure solutions and operations, including on-premise, hosted, and cloud environments
• Demonstrated ability to communicate complex technical matters, both verbally and in writing, to end-users who have varied levels of understanding.

RESPONSIBILITIES:

• Provide the 2nd line of application technical support for our customers
• Android/iOS application troubleshooting
• Resolve complex escalations and technical issues through meticulous research and troubleshooting in production environment based on prepared runbooks
• Work with different service requests (user and access management, configuration, etc)
• Participate in problem management to identify weak points in monitoring
• Escalate requests/incidents to appropriate teams/vendors if the issue is beyond of our responsibility scope
• Any deviation in services must be noticed in time, and fixed (if possible), or escalated to the next level
• Be ready to communicate with various stakeholders as well as participate in different technical meetings
• Document common support cases in the company’s knowledge base

WHAT WE OFFER:

• You will be a part of global team of RBI Group — one of the leading banking groups in Central and Eastern Europe
• An opportunity to work with some of the most talented and experienced people in the Fintech industry
• The ability to drive change and innovation in the products we develop
• Official employment, gig-contract
• Remote-first work model
• Competitive salary
• Personal and professional growth, corporate English courses
• Paid sick days-off and 20 working days of vacation per year
• Medical insurance