Location: Full-time | Remote (Ukraine/Poland)

The role

• Resolve high-impact technical issues promptly and accurately to minimize disruption for customers and the business.

• Enhance platform stability by identifying root causes, validating solutions, and providing feedback to product and engineering roadmaps.

• Support the organization by developing clear documentation, playbooks, and facilitating knowledge transfer to L1/L2 teams.

What you'll actually do

• Incident ownership: Manage complex incidents from triage to resolution, 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 problems in test environments as needed.

• Escalation and collaboration: Collaborate with Engineering, DevOps, and Product teams to prioritize fixes, develop mitigation plans, and track progress to resolution.

• Knowledge management: Develop and maintain technical runbooks, troubleshooting guides, and customer-facing incident updates. Coach L1/L2 agents on common issues and resolutions.

• Monitoring and alerting: Define effective alerts, adjust thresholds, 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 checks post-release to detect regressions early.

• Continuous improvement: Lead initiatives to eliminate recurring incidents, automate investigations, and enhance observability and telemetry across the stack.

• Customer communication: Deliver clear, timely, and professional updates to customers and stakeholders throughout incident lifecycles, ensuring expectations are managed and outcomes documented.

What you bring

• At least 3 years in technical support, site reliability, or incident response roles within fintech, payments, cloud services, or crypto environments, with a track record of managing high-severity incidents.ix fundamentals, familiarity with networking, HTTP/S, TLS, RESTful APIs and common databases. Comfortable reading logs, using debugging tools and composing data queries (SQL).

• Hands-on experience with monitoring and logging tools such as Prometheus, Grafana, ELK/EFK, and Sentry, as well as incident management platforms like PagerDuty and Opsgenie.

• Knowledge of payment gateways, blockchain node interactions, custody APIs, or third-party service integrations is preferred.

• Problem-solving: Strong analytical skills, with the ability to perform root cause analysis and develop clear remediation plans under time constraints.

• Excellent written English, Ukrainian & 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; able to influence priorities and advocate for customer impact.

• Remains calm under pressure, accountable, detail-oriented, and committed to continuous learning.

Nice to have

• Hands‑on experience with container orchestration (Kubernetes), cloud platforms (AWS/GCP/Azure) and CI/CD pipelines.

• Familiarity with blockchain node operation, wallet services or custodial reconciliation processes.

• Experience writing automation scripts (Bash, Python) to accelerate common support tasks.

• Previous work in regulated environments with incident reporting and audit traceability requirements.

What we offer

• Work remotely as part of an agile, international team that is shaping the future of finance.

• Competitive salary range based on individual experience and contribution.

• Career progression opportunities to advance into senior SRE, product, or engineering roles.

• Impact & ownership. Take a central role in ensuring platform reliability, where accuracy and timeliness are critical.

• Collaborative culture. Join a transparent environment that values open dialogue, experimentation, and measurable impact.