Support Escalation Engineer at Yapily

Vilnius, Vilnius County, Lithuania -

Full Time

Start Date

Immediate

Expiry Date

11 Feb, 26

Salary

50000.0

Posted On

13 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Java Proficiency, Debugging Expertise, Database Knowledge, API Understanding, Version Control, AWS, Docker, Kubernetes, Monitoring Tools, Reactive Programming, PSD2, Open Banking Technologies

Industry

Software Development

Description

About us We’re redefining how the world interacts with value. And value isn’t just money — it’s also the data that drives decisions and powers growth. We’re challenging outdated financial infrastructure and building something simpler, smarter, and more open. That means giving end-users more control over their finances, helping developers build faster and smarter, and enabling enterprises to serve their customers with greater speed and freedom. We’re not just providing APIs. We’re enabling access, and that access is critical for consumers, businesses, and innovators everywhere. We're standing at the forefront of a transformative era for financial services...and we act like it. We're curious, hard-working innovators who want to challenge the norm and build what's next. This isn't your typical development role. As a Support Escalation Engineer, you'll be the first responder when high-priority issues threaten our clients' operations. You'll diagnose complex production problems, trace issues through distributed systems, and deploy fixes that directly impact thousands of users in real-time. What makes this exciting: High-impact work - Resolve problems that matter immediately, not in the next sprint Technical depth - Analyze and solve complex issues across our entire tech stack Direct impact - See your fixes go live and immediately resolve critical client issues Variety - No two days are the same; you'll work across APIs, databases, integrations, and more Cross-functional collaboration - Work directly with Support, Customer Success, Product Managers, and Engineering teams Startup environment - Thrive in a fast-paced setting where you can make real impact What you'll do: Respond to critical escalations from our highest-priority clients, diagnosing issues across our platform Debug production systems tracing through logs, databases, and distributed services to identify root causes Collaborate with Support and CSM teams to troubleshoot and debug customer issues, providing technical expertise Work with Product Managers and stakeholders to gather and refine specifications when building solutions Develop and deploy hotfixes to resolve urgent issues, sometimes within hours Investigate complex integration problems with banks and third-party providers in the open banking ecosystem Participate in code reviews to maintain code quality, promote knowledge sharing, and ensure high development standards Build and maintain diagnostic tools and runbooks that make the team more effective Document incidents and contribute to post-mortems that help prevent future escalations Collaborate with Engineering teams to identify systemic issues and champion improvements to platform stability Technical Skills: Java proficiency (2-4 years) - Spring Boot, REST APIs, microservices Debugging expertise - You know how to identify and resolve issues using logs, debuggers, and monitoring tools Database knowledge - SQL queries, understanding of database performance API understanding - REST, HTTP, authentication, and integration patterns Version control - Git workflows and branching strategies Bonus: Bachelor's degree in Computer Science, Engineering, or related field Bonus: Experience with AWS, Docker, Kubernetes, monitoring tools (Datadog, Grafana, etc.), or reactive programming Bonus points: Familiarity with PSD2 or Open Banking technologies Personal Qualities: Driven and curious - You ask questions and strive to understand how systems work Calm under pressure - You perform well when the stakes are high and can multi-task effectively Problem-solving mindset - You enjoy tackling challenging technical problems and persevere until you find the solution Clear communicator - You can explain technical issues to non-technical stakeholders Team player - You understand that the team will have different strengths; you're happy to learn from them and share your expertise Self-starter - You're comfortable with the pace, ambiguity, and autonomy that comes with working in a startup Proactive learner - You quickly adapt to new development environments and changing requirements Customer-focused - You understand that behind every ticket is a business depending on us A competitive salary in a rapidly growing scale-up €4000 - €4,166 gross per month/ €48,000 - €50,000 gross per annum Work on critical infrastructure powering the open banking ecosystem Accelerated learning curve—exposure to complex, real-world production systems Modern tech stack and tooling There’s the opportunity to earn an additional days holiday after 1 years service up to the value of 5 days over 5 years More than just a salary! Employee Share Options We’re serious about work/life balance and operate hybrid working, giving you the flexibility to work from home or from our amazing office space in Vilnius. We also operate a nomad policy that allows you to work abroad for up to 20 days per year. Comprehensive Private Medical Insurance through Compensa. Comprehensive and tailored mental health support through an award winning provider €200 annual Learning and Personal Development budget Employee Referral Scheme which offers €1,000 per employee referral A social budget to support getting together Dog Friendly Offices OUR VALUES We obsess about quality Our customers have entrusted us with a critical function in a regulated industry…and we take that responsibility seriously. We always assume ownership and hold ourselves accountable. We are curious Our innovation is powered by our collective growth mindset. We’re lifelong learners who challenge assumptions, experiment, and iterate. We act with integrity We’re guided by our mission and earn and maintain trust by doing what’s right, even when it’s not easy. We are do-ers We reject indifference and agility is our strength. We’re motivated by challenges, and biassed towards action. We problem-solve together We’re diverse people in diverse places, and know the best solutions are born out of collaboration. We win, lose, and learn…together.

Responsibilities

As a Support Escalation Engineer, you will respond to critical escalations from high-priority clients and diagnose issues across the platform. You will collaborate with various teams to troubleshoot and debug customer issues while developing and deploying hotfixes to resolve urgent problems.