1st Line Support Tech

1 month ago


United Kingdom Hatched Recruitment Group Full time

Job Title: Second Line Support Specialist Location: Type: Full-Time
We are an ambitious and fast-growing fintech startup, delivering cutting-edge cloud-based financial services that are transforming the industry. Our mission is to provide secure, scalable, and user-friendly solutions that enhance the way people manage their finances. We are looking for a talented Second Line Support Specialist to join our growing team and help maintain an exceptional customer experience by addressing more complex technical challenges.
As a Second Line Support Specialist , you will handle escalated technical issues from the first-line support team, providing advanced troubleshooting and resolution. Advanced Troubleshooting: Address and resolve escalated issues from first-line support, including complex technical problems related to our cloud-based platform, integrations, APIs, and system configurations.
Accounting or Financial Services software or industry knowledge
Collaborate with Development Teams: Work with product and engineering teams to understand system changes, new features, and known issues, providing insights from user feedback to improve platform performance.
Platform Monitoring & Maintenance: Assist in monitoring platform health and performance, proactively identifying potential issues before they escalate, and implementing corrective actions.
Create and maintain detailed internal documentation, including troubleshooting guides, system processes, and known issues for use by first-line support and other internal teams.
Feedback Loop: Provide detailed feedback to first-line support on handling specific cases, and contribute to ongoing training and knowledge sharing within the support team.
Experience: 2-3 years of experience in a second-line technical support role, preferably in a cloud-based fintech, SaaS, or technology-driven startup environment.
Technical Skills: Strong working knowledge of cloud technologies, APIs, web services, and integrations. Experience with monitoring tools, SQL, and basic scripting (e.g., Python, Bash) is a plus.
Proven ability to diagnose and resolve complex technical issues, including deep troubleshooting of platform errors, system performance issues, and integrations.
Ability to prioritize tasks effectively, balancing immediate fixes with long-term platform stability.
Experience working in fintech, payments, or financial services.
Familiarity with cloud platforms like AWS, Google Cloud, or Azure.
Knowledge of DevOps tools (e.g., Experience with CRM/ticketing systems (e.g., Zendesk, Jira) and monitoring/logging tools (e.g.,


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