Technical Support Agent - Remote

Overview

We are expanding our Support team and seeking an experienced Technical Support Agent. You will manage complex technical incidents escalated from L1/L2, work with Product and Engineering to resolve production issues, and implement lasting solutions to enhance system reliability and customer experience.

In Short

• Resolve high-impact technical issues promptly and accurately to minimize disruption for customers and the business.
• Enhance platform stability by identifying root causes, validating solutions, and providing feedback to product and engineering roadmaps.
• Support the organization by developing clear documentation and playbooks, and by facilitating knowledge transfer to L1/L2 teams.
• Manage complex incidents from triage through resolution, coordinate cross-functional resources, conduct post-incident reviews, and communicate promptly with stakeholders.
• Analyze logs, traces, metrics, and data queries to diagnose issues across backend services, integrations, payment rails, and custody systems.
• Partner with Engineering, DevOps, and Product teams to prioritize fixes, develop mitigation plans, and track progress toward resolution.
• Develop and maintain technical runbooks, troubleshooting guides, and customer-facing incident updates.
• Define effective alerts, adjust thresholds, and reduce noise to improve incident detection and response times.
• Participate in release reviews, validate deployments in staging and production, and conduct targeted post-release checks.
• Lead initiatives to eliminate recurring incidents, automate investigations, and enhance observability and telemetry.

Requirements

• At least 3 years of experience in technical support, site reliability, or incident response roles within fintech.
• Comfortable reading logs, using debugging tools, and writing SQL queries.
• Hands-on experience with monitoring and logging tools such as Prometheus, Grafana, ELK/EFK, and Sentry.
• Strong analytical skills, with the ability to perform root cause analysis and develop clear remediation plans.
• Excellent written English, Ukrainian, and Russian skills.
• Team player with experience collaborating across engineering, product, and operations teams.
• Remains calm under pressure, accountable, detail-oriented, and committed to continuous learning.

Benefits

• Work remotely as part of an agile, international team.
• Competitive salary range based on individual experience and contribution.
• Career progression opportunities to advance into senior SRE, product, or engineering roles.
• Take a central role in ensuring platform reliability.
• Join a transparent environment that values open dialogue, experimentation, and measurable impact.