Service Desk Engineer L2

This is a fully remote position, open to applicants in Moldova.

📋 Description

• Manage and resolve requests from tech support and internal teams, including conducting root cause analysis for complex issues such as HTTP flows, API errors, web integrations, browser/client-side errors, and performance-related problems.

• Standardize solutions and develop clear instructions and playbooks for L1 and L2 engineers.

• Investigate product bugs and customer-facing errors, collaborating with Product and Engineering teams for their resolution.

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

• Assess existing issues in production systems and define clear tasks for Engineers to address them.

• Automate routine and repetitive tasks to enhance team efficiency.

• Participate in on-call duties for incidents and contribute to the improvement of our monitoring, alerting, and response processes.

⛳️ Requirements

• Excellent troubleshooting and problem-solving abilities.

• Experience with **Jira** at the administrator level.

• Proficient in working with logs and monitoring tools to investigate product and system issues (Datadog, Grafana, Kibana).

• Familiarity with tools for automating administrative tasks.

• Proficient in English at B1 level or higher.

• Understanding of software development principles and fundamentals.

• Experience in writing simple **SQL queries.**

• Skills in process management, effective teamwork, and proactivity.

**Nice to have:**

• Experience with **Google Cloud**.

• Proficiency in writing scripts in **Bash, Python, Golang.**

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

• Experience in a fintech company.

• Background in a startup environment.

🏝️ 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 that can be utilized for wellness, travel, or learning

• Collaborate with a high-performing, international engineering team in a global fintech unicorn