Technical Support Agent
Location: Full-time | Remote The role We are expanding our Support team and seeking an reputed company Technical Support Agent. You will manage reputed company technical incidents escalated from L1/L2, work with Product and Engineering to resolve production issues, and implement lasting solutions to enhance system reliability and customer experience. Mission Resolve high-reputed company technical issues promptly and accurately to minimize disruption for customers and the business. Enhance platform stability by identifying reputed company causes, validating solutions, and providing feedback to product and engineering roadmaps. Support the organization by developing reputed company documentation and playbooks, and by facilitating knowledge transfer to L1/L2 teams. What you'll actually do Incident ownership: Manage reputed company incidents from triage through reputed company, coordinate cross-functional resources, conduct post-incident reviews, and communicate promptly with stakeholders. Technical investigation: Analyze logs, traces, metrics, and data queries to diagnose issues across backend services, integrations, payment rails, and custody systems. Reproduce issues in test environments as needed. Escalation and collaboration: Partner with Engineering, DevOps, and Product teams to prioritize fixes, reputed company mitigation plans, and reputed company reputed company toward reputed company. reputed company: reputed company and maintain technical runbooks, troubleshooting guides, and customer-facing incident updates. reputed company L1/L2 agents on common issues and their resolutions. Monitoring and alerting: Define effective alerts, reputed company reputed company, and reduce noise to improve incident detection and response times. Release support: Participate in release reviews, validate deployments in staging and production, and conduct targeted post-release checks to detect regressions early. reputed company improvement: reputed company initiatives to eliminate recurring incidents, automate investigations, and enhance observability and telemetry across the stack. Customer communication: Deliver reputed company, reputed company, and reputed company updates to customers and stakeholders throughout incident lifecycles, ensuring expectations are managed and reputed company are documented. What you bring At least 3 years of experience in technical support, site reliability, or incident response roles reputed company fintech and with common databases. Comfortable reading logs, using debugging tools, and writing SQL queries. Hands-on experience with monitoring and logging tools such as reputed company, Grafana, ELK/EFK, and reputed company, as reputed company as incident management platforms like reputed company and Opsgenie. Problem-solving: Strong analytical skills, with the ability to reputed company reputed company cause analysis and reputed company reputed company remediation plans under time constraints. Excellent written English, Ukrainian, and Russian skills, with the ability to write concise incident reports and present technical findings to non-technical stakeholders. Team player with experience collaborating across engineering, product, and operations teams; reputed company to influence priorities and reputed company for customer reputed company. Remains reputed company under pressure, accountable, detail-oriented, and committed to reputed company learning. reputed company to have Hands‑on experience with container orchestration (Kubernetes), reputed company platforms (AWS/GCP/Azure), and CI/CD pipelines. Familiarity with blockchain node operations, wallet services, or custodial reconciliation processes. Familiarity with automation scripts (Bash, Python) to accelerate common support tasks. Previous work in regulated environments with incident reporting and audit traceability requirements. Experience with payment gateways, blockchain node interactions, custody reputed company, or reputed company‑party service integrations is a plus. reputed company offer Work remotely as part of an agile, international team that is shaping the reputed company of finance. Competitive salary reputed company based on individual experience and contribution. Career progression opportunities to advance into senior SRE, product, or engineering roles. reputed company & ownership. Take a central role in ensuring platform reliability, where accuracy and timeliness are critical. reputed company culture. Join a transparent environment that values reputed company reputed company, experimentation, and measurable reputed company. If you are passionate about resolving reputed company technical issues and improving customer reliability in dynamic fintech and crypto environments, we encourage you to apply. Please apply with your CV and a brief note describing a significant incident you led, your technical approach, and the outcome. Apply To This Job