About the Role Paybis is an international FinTech company operating in the crypto and payments space. We build secure, compliant, and user-friendly products for both individual and corporate clients worldwide.
We are expanding our Technical Support function and are looking for a Senior IT Technical Support Specialist to strengthen our 2nd line production support and ensure stability of Paybis’ systems in a high-availability environment.
This role is focused on incident handling, monitoring alerts response, troubleshooting production issues, and reducing the operational load on Engineering teams by resolving complex cases at the support level whenever possible.
If you enjoy working with real production systems, thrive under pressure, and want to be a key part of a mission-critical support function — we’d be glad to meet you. Key Responsibilities * Handle incidents and technical issues within 1st—2nd line support scope in production. * Respond to alerts from monitoring systems, perform initial triage and investigation. * Analyze logs, metrics, and system behavior to identify root causes and patterns. * Escalate complex incidents to 3rd line (Engineering) when required, providing clear technical context. * Maintain high-quality incident documentation: symptoms, impact, workarounds, and RCA. * Contribute to and improve internal knowledge base, runbooks, and support documentation. * Follow SLA requirements and internal operational standards. * Collaborate closely with Customer Support, DevOps/Engineering, Product, and Operations teams. * Proactively suggest improvements to monitoring and incident response processes.
Requirements Must-Have * 3–5 years of experience in 2nd line technical support / production support / system administration. * Hands-on experience troubleshooting production incidents in high-load environments. * Ability to work calmly and make decisions under pressure. * Experience with AWS, including CloudWatch and X-Ray. * Monitoring/logging tools experience: Prometheus, Grafana, Loki, VictoriaMetrics, Sentry, Metabase. * Experience with ITSM tools: Jira ITSM, ManageEngine, Statuspage. * Strong communication skills and solid documentation discipline. * Experience working in a shift-based schedule. * English level: Upper-Intermediate or higher (working proficiency).
Nice-to-Have * Experience supporting custom web/mobile applications. * Basic PHP skills and willingness to fix simple issues. * Experience using AI tools for troubleshooting, automation, or documentation. * FinTech / crypto experience and understanding of crypto-related product specifics. * Russian language is a plus.
What We Offer * Work in a fast-growing FinTech / crypto company with real technical challenges. * Opportunity to take ownership of production stability and incident response quality. * Strong cross-functional collaboration with Support, DevOps, Engineering, and Product. * Remote-first setup with a structured team and processes. * Competitive compensation aligned with experience.
Work Setup * Remote-first, with a hybrid format when needed * Location: within 2–3 hours flight from Riga * Business trips to Riga: once per quarter * Shift-based schedule (support coverage in 16/7, with growth toward 24/7)
