Paybis is a global fintech company in the crypto and payments space. Since 2014, we've been building products that help people and businesses buy, sell, and exchange cryptocurrency. We serve 1.5M+ customers across 180+ countries, operate as a self-funded company, and hold PCI DSS Level 1 certification.
We are expanding our Technical Support function and are looking for a Senior IT Technical Support Specialist to join our 2nd line production support team.
This is not a classic helpdesk position. You will be the coordination layer between 1st and 3rd (Engineering) support lines — the person who owns an incident from the first alert to full resolution and documentation. You will work with real production systems, real financial transactions, and real consequences when something goes wrong.
If you thrive under pressure, take ownership naturally, and want to be a key part of keeping a fintech platform running for over 1.5 million users — this role is for you.
Handle production incidents within 2nd line support scope: triage, diagnosis, resolution
Respond to monitoring alerts, perform initial investigation, and escalate to Engineering with full context when required
Act as coordinator between 1st and 3rd support lines — find the right people and drive issues to resolution in the shortest possible time
Analyze logs, metrics, and system behavior to identify root cause of incidents
Document every incident: symptoms, workarounds, RCA, and follow-up actions
Maintain and improve the knowledge base, runbooks, and standard procedures
Contribute to monitoring and alerting improvements together with DevOps/Engineering teams
Build standard solutions for recurring incidents to reduce repeat escalation volume
Apply AI tools to automate triage, improve documentation quality, and increase team efficiency
Communicate clearly with all stakeholders — Customer Support, Product, Marketing, Operations — during and after incidents
Work in a 16/7 shift schedule (shifts 08:00–17:00 and 15:00–24:00), with a roadmap to 24/7
Must have:
Nice to have:
First 30 days You independently handle regular tasks and simple-to-medium tickets. You understand the team structure, departments, services, and system components. You know where to find answers — in the knowledge base, from teammates — and when you don't know something, you study it, ask, and figure it out. You don't guess; you verify.
First 90 days You are fully cleared for independent shift work. You resolve incidents without constant supervision, confidently navigate escalation processes, and are trusted by the team to handle your shift alone.
First 6 months You contribute to measurable improvements in team efficiency: reduced MTTA and MTTR (target MTTR ≤ 2.5 hours), lower escalation volume, improved monitoring coverage. You actively use and propose AI-driven solutions and automations. You are the person the team relies on for complex, non-standard incidents.