Customer IT Support Specialist (Fintech)

TL;DR

Customer IT Support Specialist (Fintech): Managing technical issues and critical incidents for company products with an accent on incident response coordination, classification, and cross-team communication. Focus on monitoring service health, conducting post-incident reviews, and ensuring high-quality user support in a high-load production environment.

Location: Remote or hybrid from one of our offices.

Company

A fintech company challenging the status quo of incumbent finances with innovative and revolutionary solutions.

What you will do

• Coordinate incident response from detection to resolution.
• Classify, prioritize, and escalate critical incidents to technical teams.
• Monitor the health of critical company services and infrastructure.
• Keep internal stakeholders updated on incident status and progress.
• Organize post-incident recovery actions and customer communication.
• Prepare post-incident reviews to identify root causes and improve future responses.

Requirements

• 2+ years of experience handling significant incidents in a high-load production environment.
• 3+ years of experience in customer-facing roles within support, product, or service delivery.
• Ability to coordinate multiple teams simultaneously.
• Understanding of how large-scale IT systems work and interact.
• English level B1 or higher required.
• High sense of responsibility and strong self-organization skills.

Nice to have

• Experience with Public Cloud, Microservices, and monitoring systems.
• Technical experience with AWS, Kubernetes, PostgreSQL, Docker, Linux, or Kafka.
• Experience working with ITSM systems or incident management platforms.
• Experience building monitoring processes, including alert configuration and dashboard creation.

Culture & Benefits

• Relocation support to Cyprus, Georgia, Serbia, or Kazakhstan for employee and family.
• Flexible work from office or remote.
• Healthcare coverage.
• Education budget for language lessons and professional training.
• Wellness budget for mental health and fitness.
• 20 days of annual leave and paid sick leave.