Technical Operations Engineer

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

📋 Description

• Provide L2 technical support to clients through phone, email, and chat; manage case lifecycle, offer timely status updates, and keep accurate records of all interactions in Jira.

• Ensure production reliability and system stability through effective observability, monitoring, alerting, and incident management practices.

• Set up log monitoring and alerting dashboards; triage and investigate alerts as they occur.

• Take ownership of SLA and response-times. Monitor adherence to response-time commitments.

• Assist internal stakeholders with ongoing operational tasks and ad-hoc requests.

• Continuously enhance technical support operations in collaboration with Presales, Operations, and Customer Success teams.

• Document technical solutions, runbooks, and knowledge base articles for reuse by support and engineering teams.

• Serve as a release gatekeeper: engage in User Acceptance Testing (UAT) to ensure a smooth transition from Development to Operations for each feature release.

⛳️ Requirements

• Minimum of 3 years of experience in a technical support organization, preferably within fintechs, financial services, or any regulated environment.

• Proficient in tracing and resolving issues using logging, database queries, and other support tools.

• Experience with cloud-based technologies related to Azure / AWS / GCP.

• Strong understanding of service desk operations.

• Excellent analytical skills, attention to detail, and robust problem-solving capabilities.

• Empathetic and composed, capable of owning and resolving issues to ensure customer satisfaction.

• Outstanding verbal and written communication skills in English.

• Ability to work independently as well as collaboratively as a dependable team player.

• Must have legal authorization to work in the country where the role is located without the need for current or future visa sponsorship.

🏝️ Benefits

• Meaningful Impact – Contribute significantly to the future of trusted cross-border payments and fraud prevention, addressing critical challenges faced by financial institutions and businesses globally.

• Learn from experienced industry leaders – Become a part of a team with extensive expertise in payments, fintech, and technology, and gain exposure to international customers and markets.

• Ownership & Growth – Join a rapidly expanding global fintech where your contributions are recognized and valued, with the chance to participate in our Employee Stock Option Plan (ESOP) and share in our long-term success.