Technical Operations Engineer

Stack

Responsibilities

• ▹Deliver L2 technical support to clients via phone, email and chat; own the case lifecycle and maintain accurate records in Jira
• ▹Safeguard production reliability and stability through observability, monitoring, alerting and incident management
• ▹Configure log monitoring and alerting dashboards and triage alerts
• ▹Own SLAs and response times, tracking adherence to commitments
• ▹Support internal stakeholders with recurring operational tasks and ad-hoc requests
• ▹Continuously improve technical support operations with Presales, Operations and Customer Success
• ▹Document technical solutions, runbooks and knowledge base articles
• ▹Act as release gatekeeper: take part in User Acceptance Testing (UAT) for a smooth handover from Development to Operations

Requirements

• ▹Min. 3 years in a technical support organisation, ideally in fintech, financial services or another regulated environment
• ▹Experience tracing and resolving issues using logging, DB queries and other support tools
• ▹Experience with cloud-based technologies such as Azure / AWS / GCP
• ▹Sound knowledge of service desk operations
• ▹Strong analytical skills, attention to detail and problem-solving
• ▹Excellent verbal and written English communication
• ▹Legal authorization to work in the country where the role is based, without visa sponsorship

Nice to have

• ▹Modern software development knowledge
• ▹Experience in a globally distributed start-up or high-growth environment

Soft skills

What we offer

• ▹Play a key role in shaping the future of trusted cross-border payments and fraud prevention
• ▹Learn from experienced industry leaders and gain exposure to global customers and markets
• ▹Growth opportunities and participation in the Employee Stock Option Plan (ESOP)

About the company

iPiD offers a single global API for Know Your Payee (KYP) verification to financial institutions, payment service providers and enterprises, reducing fraud and costs. It is a fast-growing fintech startup founded by industry veterans from SWIFT and Thomson Reuters.