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

About Paybis

Paybis is an international FinTech company operating in the crypto and payments space. We build secure, compliant, and user-friendly products for both individual and corporate clients worldwide.

We are expanding our Technical Support function and are looking for a Senior IT Technical Support Specialist (2nd Line / Production Support) to strengthen production stability, improve incident response quality, and reduce operational load on Engineering by resolving complex cases at the support level whenever possible.

This is a hands-on, high-responsibility role focused on production incidents, monitoring alerts, troubleshooting, and driving practical improvements in how we detect, handle, and prevent recurring issues.

The Role in One Sentence

You will be the strongest technical contributor in a 2nd line support team (reporting to the Team Lead), owning incident triage and investigation, improving monitoring/response practices, and helping the team operate reliably as we scale from 16/7 toward 24/7 coverage.

Team & Reporting

• Reporting to: Ruben (IT Tech Support Lead / Team Lead)
• Current team: 4 specialists (mix of middle and junior-middle). This hire becomes the 5th team member.
• Key stakeholders: Engineering, DevOps, Product, Customer Support, Operations.

We are looking for someone who can work autonomously, bring a fresh market perspective, and help the team raise its technical bar.

Key Responsibilities

1) Production Incident & Alert Handling (Core)

• Own 2nd line incident response in production: triage, investigation, impact assessment, and workarounds.
• Respond to monitoring alerts (AWS and observability tools), analyze signals, and identify probable root causes.
• Provide high-quality escalations to Engineering (3rd line) with clear context: what happened, what you checked, what evidence you have, and suggested next steps.
• Maintain detailed incident records: symptoms, impact, timeline, actions taken, and follow-up tasks.

2) Documentation & Knowledge System

• Keep incident documentation consistently high quality.
• Improve internal knowledge base, runbooks, and standard operating procedures.
• Capture recurring patterns and ensure the team has repeatable solutions.

3) Process & System Health Improvements

• Proactively propose improvements to incident response, alerting quality, and operational visibility.
• Help reduce repeated incidents by identifying patterns and suggesting practical fixes (including collaboration with Engineering/DevOps).
• Contribute ideas that modernize existing processes (we are not building processes from scratch — they exist and work, but we want to make them better).

4) Cross-team Communication

• Communicate clearly with stakeholders across functions during incidents and follow-ups.
• Support structured discussions around recurring issues and improvements.

Note: The role includes responsibilities beyond incidents and alerts; the exact scope (e.g., any additional operational tasks) will be clarified during the interview process.

Must-Have Requirements

• 3–5+ years in 2nd line technical support / production support / systems administration in a production environment.
• Proven experience troubleshooting real production incidents (not only helpdesk or internal IT support).
• Strong ability to stay calm, make decisions, and work effectively under pressure.
• Hands-on experience with AWS (especially CloudWatch; X-Ray is a plus).
• Solid exposure to observability tooling (examples used at Paybis): Prometheus, Grafana, Loki, VictoriaMetrics, Sentry, Metabase.
• Experience working with ticketing / incident workflows (e.g., Jira; ITSM tools are a plus).
• Strong documentation discipline and technical communication skills.
• Comfortable working in a shift-based schedule.
• English level: B2+ (Upper-Intermediate or higher) — you will collaborate with teams where Russian is not used.

Nice-to-Have

• Experience supporting custom web/mobile applications in production.
• Basic familiarity with PHP (not for writing scripts, but to understand system context and communicate better with Engineering).
• FinTech / crypto experience, or familiarity with transaction-heavy platforms.
• Russian language (helpful but not required).

Work Setup & Location

• Remote-first with occasional hybrid collaboration when needed.
• Location preference: Poland / Latvia/Spain; broader Europe may be considered depending on practical constraints.
• Business trips to Riga: planned approximately once per quarter (subject to operational needs).

Working Hours & Shifts

• Current support coverage: 16/7 (approx. 08:00–00:00) with shift rotation.
• Roadmap: move toward 24/7, with team expansion planned to keep weekly hours sustainable.
• Typical workload target: around 40 hours/week on average, with scheduling planned monthly.

Compensation

• Official salary range: up to €3,500 gross/month (depending on experience and location).

Interview Process

1. HR / Recruiter screening
2. Technical interview (1 hour): Head of IT Support + team
3. Final interview: Head of HR + CIO