Service Desk Engineer L2

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

📋 Description

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

• Develop standardized solutions and maintain clear guidelines and playbooks for L1 and L2 engineers.

• Investigate product defects and customer-facing issues, collaborating with Product and Engineering teams for resolution.

• Proactively review logs to pinpoint root causes, performance bottlenecks, and unusual patterns.

• Analyze existing challenges within production systems and assign well-defined tasks to engineers for resolution.

• Automate routine and repetitive tasks to enhance team efficiency.

• Participate in on-call responsibilities for incidents and contribute to refining our monitoring, alerting, and response processes.

⛳️ Requirements

• Strong skills in troubleshooting and problem-solving.

• Experience with **Jira** at an administrative level.

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

• Familiarity with tools for automating administrative tasks.

• English proficiency at B1 level or higher.

• Understanding of software development principles and fundamentals.

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

• Skills in process management, teamwork, and proactivity.

• **Nice to have:**

• Experience with **Google Cloud**.

• Proficiency in scripting with **Bash, Python, and Golang.**

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

• Background in a fintech company.

• Experience working at a startup.

🏝️ Benefits

• Full-time B2B contract

• Fully remote setup, allowing work from anywhere in Europe

• Up to 20% tax allowance

• 22 paid leave days per year

• Stock options (ESOP) in a rapidly growing, pre-IPO company

• Flexible benefits that can be utilized for wellness, travel, or learning

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