Technical Support Specialist, Level 2
EveryPay
full-time
Posted on:
Location Type: Hybrid
Location: Athens • Greece
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Tech Stack
About the role
- Act as a key member of our incident response function, supporting triage, escalation, and resolution across production systems
- Collaborate with the team to improve the incident management process, including severity classification, escalation paths, stakeholder updates, and post-incident workflows.
- Coordinate incident response across Engineering / Infrastructure / Product / Support, ensuring clear ownership and alignment
- Drive root cause analysis ensure action items are tracked to completion (including follow-ups and prevention measures)
- Improve operational documentation: runbooks, playbooks, troubleshooting guides, escalation templates
- Enhance observability and incident detection by collaborating on dashboards and alerting improvements
- Analyze production behavior using logs, metrics, and SQL to validate issues and isolate failures
- Act as a technical escalation point for tickets coming from functional teams (e.g. Level 1 Support, KYC, Operations), helping investigate, resolve, or route issues to the correct domain owners
- Ensure tickets are properly categorized, prioritised, and escalated with clear context, impact, and supporting evidence
Requirements
- 2–4 years of experience in Production Support, Technical Operations, SRE support, QA/UAT support, or incident-heavy environments
- Strong troubleshooting mindset and ability to work under pressure during incidents
- Comfort working with:
- - logs / dashboards / monitoring tools (Grafana, Kibana, ELK, etc.)
- - incident and ticket workflows (Jira or similar)
- Solid SQL knowledge for investigations on transactional systems and validations
- Ability to communicate clearly in high-stress production scenarios, both to technical and non-technical stakeholders
- Strong sense of ownership and ability to drive tasks across teams until closure
- Ability to support non-technical teams by translating operational issues into actionable technical investigations
- Process-oriented mindset: you care not only about fixing issues, but preventing them
- **We will appreciate if you have**
- Experience in fintech / payments / banking integrations or regulated environments (PSD2, EMIs, card schemes)
- Familiarity with incident management frameworks (ITIL, on-call best practices, postmortems)
- Hands-on experience with API debugging tools (Postman) and distributed systems concepts
- Ability to coach junior team members during incident response and investigations
Benefits
- Competitive full-time salary 💸
- Private Family Medical Plan 🏥
- Monthly meal allowance 🍽️
- Learning and development programs and access to relevant resources 📚
- Free Skroutz Plus subscription ➕
- Free wellness subscription 🏋️♀️
- Being part of an environment that gives employees large goals, autonomy, and mentoring, creating incredible opportunities, both for you and the company! 🪴
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SQLincident managementtroubleshootingAPI debuggingobservabilityroot cause analysisproduction supporttechnical operationsSRE supportQA/UAT support
Soft Skills
communicationownershipprocess-oriented mindsetability to work under pressurecollaborationcoachingproblem-solvingattention to detailadaptabilitystakeholder management