Application & Incident Support Specialist
HybridNéa Ionía, Attica, Greece
Job Summary
Investigate and troubleshoot production incidents across EveryPay's applications and payment services, performing technical analysis, log analysis, SQL investigations, and API validation to identify root causes. Coordinate incident response with Engineering, Infrastructure, Product, and Customer Operations to ensure timely resolution and maintain clear ownership throughout the incident lifecycle. Serve as the Level 2 technical escalation point for issues raised by internal teams, ensuring incidents are properly classified, prioritized, and documented with sufficient technical evidence. Support production releases by validating deployments and monitoring applications post-release, while contributing to Root Cause Analysis activities and improving operational documentation and monitoring capabilities.
Required Qualifications
- 3–5+ years of experience in Application Support, Production Support, Technical Operations, Incident Management, or similar production-focused roles
- Strong analytical and troubleshooting skills with the ability to investigate production issues under pressure
- Experience working with: Monitoring and observability platforms (Grafana, ELK/Kibana, CloudWatch, Loki, or similar)
- Experience working with: Incident and ticket management tools (Jira, ServiceNow, or equivalent)
- Experience working with: SQL for production investigations and transactional data analysis
- Experience working with: REST APIs and API debugging tools (Postman or similar)
- Good understanding of web applications, APIs, and client-server architectures
- Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders during incidents
- Strong ownership mindset with the ability to drive investigations through to resolution
- Ability to prioritize effectively in fast-paced production environments while managing multiple concurrent issues
- Process-oriented mindset with a focus on operational excellence and continuous improvement
Desired Qualifications
- Experience in fintech, payments, banking, or other regulated environments
- Familiarity with payment APIs and transactional systems
- Experience with ITIL Incident, Problem, and Change Management practices
- Experience using monitoring and logging tools (Grafana, Kibana, ELK, etc.)
- Experience supporting customer-facing production applications
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