Senior IT Technical Support Specialist (Fintech)

TL;DR

Senior IT Technical Support Specialist (Fintech): Strengthening 2nd line production support and ensuring system stability in a high-availability environment with an accent on incident handling, monitoring response, and production issue troubleshooting. Focus on reducing operational load on Engineering teams, managing complex technical cases, and maintaining high-quality documentation.

Location: Must be based within a 2–3 hour flight from Riga and able to travel to Riga once per quarter.

Company

An international FinTech company operating in the crypto and payments space, building secure and compliant products for global clients.

What you will do

• Handle incidents and technical issues within 1st–2nd line production support.
• Respond to monitoring alerts, perform initial triage, and investigate root causes.
• Analyze logs and metrics to identify system behavior patterns.
• Escalate complex incidents to 3rd line Engineering with clear technical context.
• Maintain high-quality incident documentation and improve internal knowledge base and runbooks.
• Collaborate across teams to suggest improvements to monitoring and incident response.

Requirements

• 3–5 years of experience in 2nd line technical support or system administration.
• Hands-on experience troubleshooting production incidents in high-load environments.
• Experience with AWS (CloudWatch, X-Ray) and monitoring tools (Prometheus, Grafana, Loki).
• Experience with Jira ITSM and similar support platforms.
• Ability to work in a shift-based schedule.
• English: Upper-Intermediate or higher proficiency.

Nice to have

• Experience supporting custom web or mobile applications.
• Basic PHP skills.
• Experience with AI tools for automation or documentation.
• Fintech or crypto industry background.
• Russian language proficiency.

Culture & Benefits

• Fast-growing fintech environment with real-world technical challenges.
• Remote-first setup with quarterly team meetings in Riga.
• Structured team processes and cross-functional collaboration.
• Focus on incident response ownership and stability.