**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 would like to welcome a skilled **Support Engineer** who will support the team providing the customers with the best Support Services.
**Responsibilities**:
- Ensure continuous service availability, meeting and exceeding Service Level Agreements (SLAs)
- Monitor and manage incidents and other requests using the Jira Service Desk, ensuring efficient ticket flow and resolution
- Collaborate with various technical teams, including Integration engineers, DevOps, and Development teams for escalations, root cause analyses, and problem management
- Develop and maintain technical documentation such as Runbooks, operational procedures, wiki knowledge base, and articles
- Engage in different installation, configuration, and technical troubleshooting activities, pushing the boundaries of traditional support roles
**Requirements**:
**Must have**:
- Proficient in spoken and written in English and Spanish
- Proven experience in technical support roles such as Application Engineer or Technical Support Engineer
- Familiarity with ITIL concepts, including Incident, Problem, and Event Management
- Hands-on experience in the Linux command line
- Understanding of networking principles, and data formats such as XML, and JSON
- Understanding of how APIs function
**Nice to have**:
- Familiarity with containers, Docker, Kubernetes, Clouds
- Experience with databases (PostgreSQL Oracle)
- Familiarity with security concepts, including OAuth 2.0, SSL, and TLS encryption protocols
- Windows administration or Linux operations
**Soft Skills**:
- Highly self-motivated and proactive, with a track record of taking initiative in challenging projects
- Flexibility to adapt to potential schedule changes in response to new clients and project expansion
**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
- 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
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- Are you familiar with ITIL concepts?
- Have you worked with ticketing systems?