ServiceDesk Engineer L2

Key Responsibilities

• Handle and troubleshoot requests from tech support and internal teams, including root cause analysis of complex issues (HTTP flows, API errors, web integrations, browser/client-side errors, performance problems).

• Standardize solutions, prepare and maintain clear instructions and playbooks for L1 and L2 engineers.

• Investigate product bugs and customer-facing errors, participate in their resolution together with Product and Engineering teams.

• Proactively analyze logs to identify root causes, performance bottlenecks, and unusual patterns.

• Analyze existing problems in production systems and set well-defined tasks for Engineers to fix them.

• Automate routine and repetitive tasks to improve team efficiency.

• Take part in on-call duties for incidents and help improve our monitoring, alerting, and response processes.

Skills, Knowledge & Expertise

• Strong troubleshooting and problem-solving skills.

• Experience with Jira at the administrator level.

• Ability to work with logs and monitoring tools to investigate product and system issues(Datadog, Grafana, Kibana).

• Knowledge and use of tools to automate administrative tasks.

• English B1 or higher.

• Understanding of software development principles and fundamentals.

• Experience writing simple SQL queries.

• Process management skills, ability to work in a team, proactivity.
  

Nice to have:

• Experience with Google Cloud.

• Experience writing scripts in Bash, Python, Golang.

• Hands-on experience in incident management (SEV process, on-call duties).

• Experience at a fintech company.

• Experience at a startup.
  

Job Benefits

• Full-time B2B contract

• Fully remote setup, work from anywhere in Europe

• Up to 20% tax allowance

• 22 paid leave days annually

• Stock options (ESOP) in a fast-scaling, pre-IPO company

• Flexi benefits you can use for wellness, travel, or learning

• Work alongside a high-performing, international engineering team in a global fintech unicorn