Hybrid Support Escalation Engineer

Posted 6 days ago

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About the role

  • Respond to critical escalations from our highest-priority clients, diagnosing issues across our platform
  • Debug production systems tracing through logs, databases, and distributed services to identify root causes
  • Collaborate with Support and CSM teams to troubleshoot and debug customer issues, providing technical expertise
  • Work with Product Managers and stakeholders to gather and refine specifications when building solutions
  • Develop and deploy hotfixes to resolve urgent issues, sometimes within hours
  • Investigate complex integration problems with banks and third-party providers in the open banking ecosystem
  • Participate in code reviews to maintain code quality, promote knowledge sharing, and ensure high development standards
  • Build and maintain diagnostic tools and runbooks that make the team more effective
  • Document incidents and contribute to post-mortems that help prevent future escalations
  • Collaborate with Engineering teams to identify systemic issues and champion improvements to platform stability

Requirements

  • Java proficiency (2-4 years) - Spring Boot, REST APIs, microservices
  • Debugging expertise - You know how to identify and resolve issues using logs, debuggers, and monitoring tools
  • Database knowledge - SQL queries, understanding of database performance
  • API understanding - REST, HTTP, authentication, and integration patterns
  • Version control - Git workflows and branching strategies
  • Bonus: Bachelor's degree in Computer Science, Engineering, or related field
  • Bonus: Experience with AWS, Docker, Kubernetes, monitoring tools (Datadog, Grafana, etc.), or reactive programming
  • Bonus points: Familiarity with PSD2 or Open Banking technologies

Benefits

  • A competitive salary in a rapidly growing scale-up €4000 - €4,166 gross per month/ €48,000 - €50,000 gross per annum
  • Work on critical infrastructure powering the open banking ecosystem
  • Accelerated learning curve—exposure to complex, real-world production systems
  • Modern tech stack and tooling
  • There’s the opportunity to earn an additional days holiday after 1 years service up to the value of 5 days over 5 years
  • Employee Share Options
  • We’re serious about work/life balance and operate hybrid working, giving you the flexibility to work from home or from our amazing office space in Vilnius. We also operate a nomad policy that allows you to work abroad for up to 20 days per year.
  • Comprehensive Private Medical Insurance through Compensa.
  • Comprehensive and tailored mental health support through an award winning provider
  • €200 annual Learning and Personal Development budget
  • Employee Referral Scheme which offers €1,000 per employee referral
  • A social budget to support getting together
  • Dog Friendly Offices

Job title

Support Escalation Engineer

Job type

Experience level

JuniorMid level

Salary

€48,000 - €50,000 per year

Degree requirement

Bachelor's Degree

Location requirements

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