L3 Tech Support Agent

📋 Description

• Oversee intricate incidents from initial assessment to final resolution, facilitate cross-departmental collaboration, conduct post-incident evaluations, and communicate effectively with stakeholders.

• Examine logs, traces, metrics, and data queries to troubleshoot issues across backend services, integrations, payment systems, and custody infrastructures.

• Work in conjunction with Engineering, DevOps, and Product teams to prioritize solutions, create mitigation strategies, and monitor progress towards resolution.

• Create and sustain technical runbooks, troubleshooting documentation, and customer-facing incident communications.

• Establish effective alerts, modify thresholds, and minimize noise to enhance incident detection and response efficiency.

• Engage in release assessments, verify deployments in both staging and production environments, and perform targeted checks following releases to identify regressions promptly.

• Spearhead efforts to eliminate recurring issues, automate investigations, and improve observability and telemetry throughout the stack.

• Provide clear, timely, and professional updates to customers and stakeholders during the lifecycle of incidents, ensuring expectations are met and outcomes are recorded.

⛳️ Requirements

• Minimum of 3 years in technical support, site reliability, or incident response roles within fintech, payments, cloud services, or cryptocurrency sectors, with a proven history of managing high-severity incidents.

• Familiarity with networking, HTTP/S, TLS, RESTful APIs, and standard databases.

• Proficient in reading logs, utilizing debugging tools, and writing data queries (SQL).

• Practical experience with monitoring and logging solutions like Prometheus, Grafana, ELK/EFK, and Sentry, along with incident management platforms such as PagerDuty and Opsgenie.

• Preferred knowledge of payment gateways, blockchain node interactions, custody APIs, or integrations with third-party services.

• Strong analytical capabilities, with the skill to perform root cause analyses and formulate clear remediation strategies under time constraints.

• Excellent written communication skills in English, Ukrainian, and Russian, with the ability to create concise incident reports and convey technical findings to non-technical audiences.

• Team-oriented individual with experience collaborating across engineering, product, and operations teams; capable of influencing priorities and advocating for customer impact.

• Maintains composure under pressure, accountable, detail-oriented, and dedicated to ongoing learning.

• Preferred: 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.

• Experience in writing automation scripts (Bash, Python) to streamline common support functions.

• Previous experience in regulated environments with requirements for incident reporting and audit traceability.

🏝️ Benefits

• Competitive salary range based on individual experience and contributions.

• Opportunities for career advancement into senior SRE, product, or engineering positions.

• Impact and ownership. Play a vital role in ensuring platform reliability, where accuracy and timeliness are paramount.

• Collaborative culture. Become part of a transparent environment that promotes open dialogue, experimentation, and measurable impact.