ABOUT US

Open Banking experts

JOB DESCRIPTION

Position: Technical Support Engineer
Relevant Experience: 2-5 years
Type: Full Time
Work Mode: Remote
Salary: Competitive
Industry: Banking / Fintech – Verification of Payee & Open Finance Products
Location: European Union
About us
Banfico is a growth-stage SaaS fintech involved in designing and launching innovative Verification of Payee & Open Finance solutions. We are a bootstrapped profitable organisation with corporate presence in Europe, LATAM and the Middle East. Our portfolio of clients contains more than 200 financial institutions including some large banks.
We are looking for a technically strong and proactive Technical Support Engineer to support and operate our Verification of Payee and Open Finance solutions. This is a hands-on role requiring experience in managing production systems, a desire to work in complex environments, and a keen interest in modern DevOps technologies. You will collaborate closely with development, DevOps, and infrastructure teams to deliver high-quality support for SaaS deployments for financial institutions.

Roles & Responsibility

• Support our live SaaS solutions in production, ensuring high availability, performance, and customer satisfaction
• Troubleshoot and analyse incidents at the infrastructure, application, and integration levels — identifying root causes and working with the engineering team to implement fixes or improvements
• Collaborate cross-functionally with Customer Success, Product, Development, and DevOps teams to handle customer-reported issues, escalations, and production incidents
• Proactively monitor systems using tools like Prometheus, Grafana, and the EFK stack, anticipating issues before they escalate
• Operate and maintain infrastructure using technologies such as Kubernetes/ OpenShift, Ansible, Terraform and ElasticManage L1 and L2 tickets, including incident reports, service requests, and follow-up actions, using tools like Jira Service Management.
• Occasionally participate in a rotating on-call schedule, with additional compensation for both on-call availability and incident response

REQUIREMENTS

• Ideally 2-5 years of experience in technical support, production operations, or system administration (SaaS or FinTech environment preferred)
• Proven ability to analyse, troubleshoot, and resolve issues across distributed, containerised systems in production
• Strong experience with:
• Linux OS and CLI tools
• Infrastructure-as-Code tools like Ansible and Terraform
• Container orchestration using Kubernetes or OpenShift
• Monitoring and observability platforms like Prometheus, Grafana, and the Elastic Stack (ELK)
• A collaborative mindset with the ability to work effectively with both technical and non-technical teams
• Excellent communication skills — able to explain technical issues clearly and concisely
• Willingness to learn, adapt, and take ownership in a dynamic, fast-paced environment
• Previous experience working in a regulated environment (e.g. financial services) is a plus
• Willingness to work in a flexible schedule including potential 24x7 support shifts. In the last 5 years our team hasn’t worked in shifts but occasionally on-call yet meeting the SLA of 200+ banking clients.

• Support our live SaaS solutions in production, ensuring high availability, performance, and customer satisfaction
• Troubleshoot and analyse incidents at the infrastructure, application, and integration levels — identifying root causes and working with the engineering team to implement fixes or improvements
• Collaborate cross-functionally with Customer Success, Product, Development, and DevOps teams to handle customer-reported issues, escalations, and production incidents
• Proactively monitor systems using tools like Prometheus, Grafana, and the EFK stack, anticipating issues before they escalate
• Operate and maintain infrastructure using technologies such as Kubernetes/ OpenShift, Ansible, Terraform and ElasticManage L1 and L2 tickets, including incident reports, service requests, and follow-up actions, using tools like Jira Service Management.
• Occasionally participate in a rotating on-call schedule, with additional compensation for both on-call availability and incident respons