Senior IT Technical Support Specialist

PAYBIS Ltd. Latvijas filiāle

Details
Highlights
Company

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

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)

Monthly gross salaryGross/mo € 2500 - 3500

Location

Rīga, Latvia
Hybrid

Time of work

Full-time with shifts

Languages

English

Contact person
Karina Mailjane

Paybis.com is a leading digital & cryptocurrency exchange platform founded in 2014. Our goal is to allow any person around the globe to buy or sell crypto and digital currencies in a quick, easy, and hassle-free fashion. Throughout our existence, we have already grown to a company of 100+ employees and are recognized as one of the most prominent businesses in the crypto industry. Working at Paybis.com gives employees an amazing opportunity to dive into a new and trending fintech industry and learn more about the era of the new financial world. Paybis head office is based in Riga, Latvia and our international team of professionals comprises more than 10 different nationalities. Our workforce consists of highly skilled and talented professionals, bringing their A-game to work every day and reinforcing our core values:

Professionalism in everything we do
Strong result-orientation
Work- life balance

Do you share our passion and want to dive into the trending crypto industry? Learn more about the era of the new financial world? Submit your resume today and join the team.