Service Desk Engineer L2

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

📋 Description

• Manage and resolve requests from tech support and internal teams, including conducting root cause analysis of intricate issues (HTTP flows, API errors, web integrations, browser/client-side errors, performance challenges).

• Standardize solutions and create as well as maintain comprehensive instructions and playbooks for L1 and L2 engineers.

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

• Proactively analyze logs to detect root causes, performance bottlenecks, and abnormal patterns.

• Assess existing issues in production systems and establish well-defined tasks for Engineers to address them.

• Automate repetitive and routine tasks to enhance team efficiency.

• Participate in on-call duties for incidents and contribute to improving our monitoring, alerting, and response procedures.

⛳️ Requirements

• Strong troubleshooting and problem-solving capabilities.

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

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

• Knowledge of and experience 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**.

• Experience in scripting with **Bash, Python, Golang.**

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

• Experience in a fintech organization.

• Experience in a startup environment.

🏝️ Benefits

• Full-time B2B contract

• Fully remote setup, allowing work from anywhere in Europe

• Up to 20% tax allowance

• 22 paid leave days annually

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

• Flexible benefits for wellness, travel, or learning purposes

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