• Who you are:You bring at least 3+ years of experience in similar roles in 2nd and 3rd level Technical support, IT Analyst, Monitoring roles etc.
• You are able to successfully detect root cause of incidents reported and provide analysis of the solution design on a high level
• You bring a product-oriented mindset: You do not focus on the immediate solution only, but you are bringing long-term risk prevention and mitigation strategies
• You feel comfortable with investigating into complex SQL queries and relational databases
• You can develop strategies to predict, prevent, and address potential technical and operational bottlenecks and inefficiencies
• As a big plus, you have already worked with Jira and Prometheus, Grafana, New Relic or other monitoring tools
• You are able to collaborate with cross-functional teams to diagnose and resolve incoming technical issues, ensuring minimal disruptions to business operations
• Your English is fluent, and you are able to unravel complexity in a simple and understandable manner
• You are analytical, independent and tech-savvy
• You are comfortable with fast-paced environments and heavy context switching
• A view into our Tech stack:Tracking and analytics: Prometheus, Grafana, New Relic, BigQuery
• Database: PostgreSQL
• Project management: Jira
• 
  

Accountabilities

• Own L2/L3 technical support during EMEA business hours, taking complex client issues from initial triage and investigation through resolution and follow-up.
• Investigate technical issues across multiple systems, using transaction data, API logs, account information, and observability platforms to identify root causes accurately.
• Diagnose and reproduce API and integration issues using tools such as Postman, curl, SQL, and system logs.
• Lead Engineering escalations by preparing structured evidence, technical sub-tickets, and clear summaries of client impact so engineering teams can act efficiently.
• Build trusted relationships with clients by providing clear technical guidance, proactive communication, and end-to-end ownership of their issues.
• Identify recurring support patterns, product gaps, integration risks, and potential incidents, proactively sharing findings with Engineering and Product teams.
• Act as a bridge between clients, Customer teams, Engineering, and Product by translating technical issues into clear business and customer context.
• Create and continuously improve runbooks, escalation procedures, troubleshooting guides, and knowledge base documentation.
• Participate in high-priority incident response, maintaining accurate timelines and coordinating client communication during critical incidents.
• Adopt and improve AI-assisted investigation workflows, using AI tools to increase efficiency and developing practical solutions that can benefit the wider technical support team.
• Build or contribute to internal tools and workflows using AI coding assistants and modern development technologies.