Support Engineer

• Trustly is a Pay by Bank fintech connecting merchants and consumers across banks and countries.
• Provide Tier 2 technical services to merchants and internal teams (investigation and resolution of queries, real-time merchant technical escalations, developer support).
• Manage incidents proactively and reactively following ITIL best practices and support Post Incident Reviews (PIR).
• Perform advanced technical support including log analysis, diagnostics, debugging, and RESTful API troubleshooting.
• Escalate to Tier 3 (Engineering and SRE) for support requests and incidents, and test/validate bug fixes.
• Create and maintain issue logs, knowledge base articles, internal tools, and documentation; provide internal training and customer communication as needed.
• Participate in on-call rotation and external notifications and change management.

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