Technical Analyst providing customer support for technology issues at a global technology company. Handling technical inquiries and maintaining Microsoft environments in a hybrid work model.
About the role
- Technical Support Agent managing complex technical incidents in fintech. Collaborating with Product and Engineering to enhance system reliability and customer experience.
Responsibilities
- Incident ownership: Manage complex incidents from triage through resolution, coordinate cross-functional resources, conduct post-incident reviews, and communicate promptly with stakeholders.
- Technical investigation: Analyze logs, traces, metrics, and data queries to diagnose issues across backend services, integrations, payment rails, and custody systems.
- Reproduce issues in test environments as needed.
- Escalation and collaboration: Partner with Engineering, DevOps, and Product teams to prioritize fixes, develop mitigation plans, and track progress toward resolution.
- Knowledge management: Develop and maintain technical runbooks, troubleshooting guides, and customer-facing incident updates.
- Coach L1/L2 agents on common issues and their resolutions.
- Monitoring and alerting: Define effective alerts, adjust thresholds, and reduce noise to improve incident detection and response times.
- Release support: Participate in release reviews, validate deployments in staging and production, and conduct targeted post-release checks to detect regressions early.
- Continuous improvement: Lead initiatives to eliminate recurring incidents, automate investigations, and enhance observability and telemetry across the stack.
- Customer communication: Deliver clear, timely, and professional updates to customers and stakeholders throughout incident lifecycles, ensuring expectations are managed and outcomes are documented.
Requirements
- At least 3 years of experience in technical support, site reliability, or incident response roles within fintech and with common databases.
- Comfortable reading logs, using debugging tools, and writing SQL queries.
- Hands-on experience with monitoring and logging tools such as Prometheus, Grafana, ELK/EFK, and Sentry, as well as incident management platforms like PagerDuty and Opsgenie.
- Problem-solving: Strong analytical skills, with the ability to perform root cause analysis and develop clear remediation plans under time constraints.
- Excellent written English, Ukrainian, and Russian skills, with the ability to write concise incident reports and present technical findings to non-technical stakeholders.
- Team player with experience collaborating across engineering, product, and operations teams; able to influence priorities and advocate for customer impact.
- Remains calm under pressure, accountable, detail-oriented, and committed to continuous learning.
- Nice to have: Hands-on experience with container orchestration (Kubernetes), cloud platforms (AWS/GCP/Azure), and CI/CD pipelines.
- Familiarity with blockchain node operations, wallet services, or custodial reconciliation processes.
- Familiarity with automation scripts (Bash, Python) to accelerate common support tasks.
- Previous work in regulated environments with incident reporting and audit traceability requirements.
- Experience with payment gateways, blockchain node interactions, custody APIs, or third-party service integrations is a plus.
Benefits
- Work remotely as part of an agile, international team that is shaping the future of finance.
- Competitive salary range based on individual experience and contribution.
- Career progression opportunities to advance into senior SRE, product, or engineering roles.
- Impact & ownership. Take a central role in ensuring platform reliability, where accuracy and timeliness are critical.
- Collaborative culture. Join a transparent environment that values open dialogue, experimentation, and measurable impact.
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