Technical Support Engineer (вакансія неактивна)

✨ We are a product-first company that develops and scales its own fintech solutions. Our ecosystem combines cutting-edge technology with seamless service to deliver powerful tools for businesses. We’re constantly evolving, expanding our product line, and refining our solutions to stay ahead of the market.

About the Role:

🔧 We’re looking for a Technical Support Engineer to join our team as a cross-project expert. As we continue to scale, you will play a key role in supporting our entire suite of fintech products. This is a unique opportunity to gain deep insights into various solutions within our ecosystem and ensure their stable growth through your technical expertise.

✨ Our Core Values

Proactiveness | Responsibility | Exploration of Ideas | Engagement | Solutions, not Problems | Teamwork

Requirements:

• API Fundamentals: Good theoretical understanding of Web API (REST) and JSON structure. Ability to send basic requests via Postman or Swagger.
• Troubleshooting Logic: Basic knowledge of Browser DevTools (Network and Console tabs) to identify errors and check status codes.
• Log Awareness: Understanding what server logs are and a willingness to learn how to analyze them (e.g., using Kibana).
• Database Basics: Knowledge of SQL basics (ability to write a simple SELECT with WHERE filters).
• SDLC & Git: Understanding the Software Development Life Cycle and basic Git flow (what is a commit, a branch, and a Pull Request).
• Ticketing Systems: Familiarity with the concept of Jira or any other task-tracking tool (even from study projects).
• Analytical Mindset: Ability to describe a technical problem clearly and step-by-step.

Nice to have (As a Plus):

• Crypto Interest: General understanding of how Blockchain works, experience with crypto wallets.
• Relevant Courses: Completion of QA Manual courses is a big advantage.
• FinTech/Payments: Any basic knowledge of how online payments or payment gateways work.

Key Responsibilities:

• Deep Troubleshooting: Diagnose complex front-end and back-end incidents using Browser DevTools and server log analysis.
• Log Management (Kibana): Conduct advanced log monitoring and analysis via Kibana to identify system errors, track request flows, and pinpoint root causes.
• API Management: Test and verify endpoints via Postman/Swagger, analyzing JSON structures and server responses.
• Incident Management in Jira: Register, prioritize, and manage the full ticket lifecycle in accordance with established SLA targets.
• Data-Driven Analysis: Identify systemic errors and product bottlenecks by analyzing incoming support requests.
• Knowledge Management: Create and update technical guides and Playbooks for the support team within Confluence/Wiki.
• Cross-functional Collaboration: Maintain active communication with development teams to ensure the rapid resolution of critical blockers.
• Stability Monitoring: Perform basic system health checks and provide timely team alerts regarding mass outages or service disruptions.
• Technical Escalation: Prepare detailed technical reports (including logs and reproduction steps) for engineering teams to accelerate bug fixing.

Social package includes:

• Vacation: Full compensation for absence during regular leave (20 working days per year).
• Sick Leave: Compensation for sickness absence, including the flexibility to take up to 10 days per year without a medical certificate.
• Tax Coverage: Full compensation of taxes for Ukrainian FOP (Individual Entrepreneurs).
• Equipment: Monthly compensation for the depreciation of your personal hardware.
• Benefit Cafeteria: Access to "Lumen Global Care"—an annual personal budget for well-being and professional development instead of a rigid standard package.
• Career Growth: Continuous opportunities for professional development and career advancement within the company.

🌐 Join us on this exciting adventure where your skills and passion align with our vibrant values! 🚀