ServiceDesk Engineer L2

Handle and troubleshoot requests from tech support and internal teams, including root cause analysis of complex issues (HTTP flows, API errors, web integrations, browser/client-side errors, performance problems). Standardize solutions, prepare and maintain clear instructions and playbooks for L1 and L2 engineers. Investigate product bugs and customer-facing errors, participate in their resolution together with Product and Engineering teams. Proactively analyze logs to identify root causes, performance bottlenecks, and unusual patterns. Analyze existing problems in production systems and set well-defined tasks for Engineers to fix them. Automate routine and repetitive tasks to improve team efficiency. Take part in on-call duties for incidents and help improve our monitoring, alerting, and response processes. Skills, Knowledge & Expertise: Strong troubleshooting and problem-solving skills; Experience with Jira at the administrator level; Ability to work with logs and monitoring tools to investigate product and system issues (Datadog, Grafana, Kibana); Knowledge and use of tools to automate administrative tasks; English B1 or higher; Understanding of software development principles and fundamentals; Experience writing simple SQL queries; Process management skills, ability to work in a team, proactivity. Nice to have: Experience with Google Cloud; Experience writing scripts in Bash, Python, Golang; Hands-on experience in incident management (SEV process, on-call duties); Experience at a fintech company; Experience at a startup. Job Benefits: Full-time B2B contract; Fully remote setup, work from anywhere in Europe; Up to 20% tax allowance; 22 paid leave days annually; Stock options (ESOP) in a fast-scaling, pre-IPO company; Flexi benefits you can use for wellness, travel, or learning; Work alongside a high-performing, international engineering team in a global fintech unicorn.