L1/L2 Technical Support - Remote Eligible

Technical Support Engineer

IntellectEU is an international technology company focused on digital finance and emerging technologies. At IntellectEU we are on a mission to become the top-of-mind fintech company. We are committed to our people and believe in building a better future with the newest of the newest technologies. Giving young people and industry veterans a growing ground to play, launch ideas & work very closely with our clients. With our hands-on experience in both technical & capital markets, there's no challenge that's left untackled. Since 2006 we have been focused on financial messaging and integration, being a SWIFT service partner.

We are looking for a technically skilled, proactive L1/L2 Technical Support Engineer to enhance our support operations and ensure the highest levels of service availability. This dual-level role will cover first-line (L1) support activities and deeper (L2) technical escalation tasks. The successful candidate will respond to a wide range of support scenarios for business-critical services - from incident response and maintenance to advanced troubleshooting and system diagnostics.

We provide a structured 1–3 month training and onboarding program aimed at uplifting the engineer's capabilities, ensuring full competency and operational readiness.

Responsibilities:

• Accept escalated incidents from L1 and perform advanced troubleshooting: log analysis, configuration reviews, container and platform diagnostics, monitoring dashboards.
• Conduct incident root cause analysis (RCA) for infrastructure or application-level failures; document findings and contribute to post-incident reports.
• Own the lifecycle of complex issues: investigation, updates, resolution or escalation to L3/Engineering as required.
• Prepare and deliver clear escalation packages for issues requiring code-level or architecture-level intervention with development teams.
• Liaise with DevOps, Integration, Infrastructure and Development teams to ensure cross-team coordination during incidents and maintenance.
• Lead or support Problem Management activities by identifying, analyzing and documenting root causes of recurring and high-impact issues.
• Create and maintain Known Error Records (KER) and ensure effective workarounds are captured and communicated to the wider support team.
• Collaborate with engineering teams to propose and track long-term corrective actions and preventive improvements.
• Participate in covering approx. 1 week/month 24/7 on-call shifts.
• Monitor problem trends and proactively recommend stability, reliability or process improvements.

Requirements: Technical Skills

• Experience in technical support roles such as Technical Support Engineer, Application Support Engineer, with focus on L2 Support.
• Understanding of ITIL concepts including Incident, Problem and Event Management.
• Hands-on experience with Linux command line and system troubleshooting.
• Knowledge of containers and Kubernetes fundamentals (pods, deployments, logs, events, troubleshooting).
• Familiarity with networking basics (HTTP, DNS, load-balancing), REST APIs, and data formats (XML, JSON).
• Ability to inspect logs, configuration files, and interpret relevant diagnostics and traces.
• Experience with Temporal or similar workflow/orchestration platforms, including workflow state analysis, activity failures, retry policies, and event history inspection, is a plus.
• Security awareness (OAuth 2.0, SSL/TLS) is a plus.
• Experience with message-queue systems (e.g., IBM MQ, RabbitMQ, Kafka) is a plus.
• Basic scripting capability (e.g., Bash, Python) is a plus.
• Experience with monitoring and logging tools (ELK, Splunk, Prometheus, Grafana) preferred.

Soft Skills

• Highly self-motivated and proactive, able to take initiative in challenging situations.
• Excellent analytical and problem-solving capabilities, comfortable with tackling both routine and complex incidents.
• English proficiency required. Fluency in Spanish is a strong plus.

We Guarantee:

• Excellent compensation and benefits package, including medical insurance and sports activities.
• International experience in a stable company: the company has offices in Antwerp, Lisbon, Krakow Kyiv, New York and operates on the market for over 15 years.
• A passionate team in an innovative, casual, positive, and open work environment, ready to meet your new ideas.
• Great opportunities for personal and professional development as well as the chance to change the way the business works in the financial world.
• Work where you’re most productive — remote, in-office, or hybrid options available.