Service Desk Engineer L2

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

📋 Description

• Manage and troubleshoot 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).

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

• Investigate product bugs and customer-facing errors, collaborating with Product and Engineering teams to resolve these issues.

• Proactively analyze logs to identify root causes, performance bottlenecks, and any 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

• Excellent troubleshooting and problem-solving abilities.

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

• Proficiency 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 a B1 level or higher.

• Understanding of software development principles and fundamentals.

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

• Strong process management skills, ability to collaborate in a team, and a proactive attitude.

• **Nice to have:**

• Experience with **Google Cloud**.

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

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

• Background in a fintech company.

• 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.

• Flexi benefits available for wellness, travel, or learning purposes.

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