Senior IT Technical Support Specialist (2nd Line / Production Support) (Fintech)

TL;DR

Senior IT Technical Support Specialist (Fintech): Coordinating 2nd line production support between 1st line and Engineering for a global crypto platform with an accent on incident triage, root cause analysis, and system monitoring. Focus on reducing MTTR, optimizing alerting via AWS and Prometheus, and implementing AI-driven automation for triage and documentation.

Location: Remote-first, but must be based within a 2–3 hour flight from Riga for mandatory quarterly in-person visits.

Company

hirify.global is a global fintech company specializing in cryptocurrency exchange and payments, serving over 1.5 million customers across 180+ countries.

What you will do

• Triage, diagnose, and resolve production incidents within the 2nd line support scope.
• Analyze logs, metrics, and system behavior using AWS CloudWatch, Prometheus, and Grafana to identify root causes.
• Act as the coordination layer between 1st line support and Engineering to drive issues to resolution.
• Develop and maintain technical documentation, including RCAs, runbooks, and standard operating procedures.
• Collaborate with DevOps and Engineering teams to improve monitoring and alerting frameworks.
• Implement AI tools to automate triage, improve documentation quality, and increase team efficiency.

Requirements

• 3–5 years of experience in 2nd line/production support or system administration.
• Hands-on experience with AWS (CloudWatch, X-Ray) and monitoring tools (Prometheus, Grafana, Loki, Sentry, Metabase).
• Proven ability to perform independent root cause analysis in high-load environments.
• Proficiency in ITSM tools such as Jira ITSM or ManageEngine.
• English: B2 (Upper-Intermediate) or higher required.
• Availability to work in a 16/7 shift schedule and attend mandatory quarterly trips to Riga.

Nice to have

• Experience in the fintech or crypto domain.
• Basic knowledge of PHP and MySQL for handling simple operational tasks.
• Russian language proficiency.
• Familiarity with PCI DSS operational standards and security awareness.

Culture & Benefits

• High-impact role with real production responsibility from day one.
• Technically challenging environment within the crypto/fintech domain.
• Modern AWS stack in production, including ECS and Lambda.
• Remote-first setup with flexibility and structured processes.
• Stable, self-funded company with steady global growth.

Hiring process

• HR screening focused on motivation, communication, English level, and shift readiness.
• Technical interview with the Team Lead.
• Final interview with the Head of HR and CIO.