Service Desk Engineer, L2

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

📋 Description

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

• 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 to resolve them.

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

• Examine existing problems 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 improving our monitoring, alerting, and response processes.

⛳️ Requirements

• Strong troubleshooting and problem-solving capabilities.

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

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

• Familiarity with tools that automate 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**.

• Skills 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, 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