Technical Support Engineer

Technical Support Engineer

Ebury is a global fintech firm dedicated to empowering businesses to expand internationally through tailored and forward-thinking financial solutions. Joining Ebury means becoming part of a collaborative and innovative environment where your contributions are valued. You'll play a key role in shaping the future of cross-border finance, while advancing your own career in a dynamic, high-growth industry.

Technical Support Engineer

Madrid Office - Hybrid: 4 days in the office, 1 day working from home

We are seeking a talented Technical Support Engineer to become an integral part of our support engineering team. In this role, you will collaborate with a group of specialists, providing comprehensive support across all areas of our business.

What we offer:

• Competitive salary and benefits package
• Discretionary bonus based on performance
• Continued personal development through training and certification
• We are Open Source friendly, following Open Source principles in our internal projects and encouraging contributions to external projects

Responsibilities:

• Troubleshoot applications, services, and infrastructure issues reported by end-users of the systems developed by our engineering teams.
• Verify and document issues and bugs for accurate tracking and escalation.
• Manage incidents, including communication with stakeholders and coordination with development teams.
• Collaborate with Software Engineering teams to establish support workflows and monitoring plans for new products and projects.
• Partner with trusted vendors to resolve service events.
• Work with software development engineers to enhance processes and conduct code reviews.
• Work on a collaborative rotation (shifts) to cover support on different time zones.
• Perform (out of hours) on-call on a rotating basis to address high-severity incidents and critical issues.

About you:

• Experience providing Level 2 (L2) support in a tech-driven business environment.
• Proficient problem-solving skills and strong technical troubleshooting abilities.
• Software development experience, particularly with Python.
• A strong desire to identify and resolve root causes, systematically preventing issues from recurring by collaborating with code owners.
• Excellent written and interpersonal communication skills, along with a willingness to uphold Ebury's values.
• English proficiency is required.
• Familiarity with AWS and/or Google Cloud, and Linux administration is a plus.
• Knowledge of Spanish or Portuguese is a bonus.
• Additional valuable skills and knowledge include Salesforce Administration, Agile methodologies, Continuous Integration, Frontend Development (HTML, CSS, and JavaScript), PostgreSQL, and Observability.

Participation in an on-call rotation will be occasionally required to ensure 24/7 system reliability and response to critical incidents.

If you're excited about this job opportunity but your background doesn't match exactly the requirements in the job description, we strongly encourage you to apply anyway. You may be just the right candidate for this or other positions we have.