Technical Support Expert (Fintech)

TL;DR

Technical Support Expert (Fintech): Leading investigations of complex technical issues and driving incident response for a digital asset solution with an accent on root cause analysis in microservices architecture. Focus on identifying non-obvious failure patterns using observability tools and coordinating cross-functional teams to push fixes.

Location: Remote

Company

Digital asset solution natively embedded into Telegram's interface, offering Crypto and TON hirify.globals to millions of users.

What you will do

• Lead investigations of high-impact technical issues escalated from L1/L2 teams.
• Coordinate incident response by defining investigation direction and distributing tasks among developers and external dependencies.
• Perform deep technical analysis using logs, metrics, and data to identify hidden system issues.
• Conduct advanced root cause analysis across a microservices architecture.
• Collaborate with engineering teams to validate hypotheses and implement fixes.
• Mentor the support team to raise the overall technical expertise.

Requirements

• 4+ years of experience in technical support or engineering, ideally in high-load or fintech environments.
• Strong SQL skills and experience working with production data.
• Proficiency with observability tools such as Grafana, Prometheus, and VictoriaMetrics.
• Experience with log systems like ELK or OpenSearch.
• Solid understanding of microservices, distributed systems, and Kubernetes/containerized environments.
• English level B2 or higher.

Nice to have

• Experience leading incident response.
• Knowledge of PromQL and LogQL.
• Background in payment systems or blockchain technologies.

Culture & Benefits

• Remote work setup with access to global hubs in Dubai, Yerevan, London and Belgrade.
• Compensation for medical expenses and provision of necessary equipment.
• Access to advanced AI models via mira.tg.
• Annual leave: 20 days paid vacation and 11 additional days off.
• 14 days of paid sick leave.
• Professional development through English courses and internal conferences.