● Provide deep analysis of issues on a high availability secure transactional based system providing critical business services to our customers.

● AI Process Automation. Proficiency in leveraging AI tools (such as LLMs API, Api’s) automate repetitive support tasks

● Coding & Scripting: Strong ability to write and maintain clean, efficient code (Python, JavaScript/Typescript, Bash)

● Humble RPA Architecture. Hands-on experience designing and deploying Robotic Process Automation (RPA) solutions with a focus on stability and ease of maintenance, rather than complexity.

● Self-Evolving Systems: A proactive mindset for identifying manual "bottlenecks" in the L2 workflow and building automated scripts to eliminate them.

● Prompt Engineering. Ability to design and refine prompts for AI models to ensure accurate data extraction from complex technical logs.

● Be an outstanding IT professional capable of log analysis, API troubleshooting, database querying and complex investigations.

● Act fast, with urgency and priority. Know when to follow the script and importantly, when not to.

● Actively seek to reduce the burden on Level 3 teams by identifying and bringing forward initiatives to increase Level 2 skills, knowledge and responsibilities.

● Collaborate with management, senior team members, Level 3 Support Teams, Duty Managers and 3rd Party Partners.

● Partner with technical teams and 3rd parties to effectively resolve issues fast.

● Accurately follow and contribute to procedures and processes defined in the internal knowledge base.

● Escalate urgent and business critical issues in a timely manner to the duty managers.

● Work with Zendesk ticketing tool, handling customers cases, ageing ticket coordination, reporting, statistics, daily activities.

● Be the hero of the day by supporting our clients and partners in the best possible way.

Your Package

💵 A highly competitive salary (depending on relevant experience salary range is from 2700 Eur to 3300 Eur gross)

🥇 Annual bonus program and regular awards and recognition for the best of the best (👈🏻 is that you?)

🩺 Health Insurance (includes all the essentials plus a fund towards your gym membership)

🛟 Life Insurance

🤯 Ifeel - for your mental health

🏢 Office in the Old Town of Vilnius

🍕 Regular social events and celebrations.

📱 Monthly Phone Allowance

💻 All the tools and equipment you need to do your job

🏡 Flexibility to mix being in the office with working remotely from your home

The Essentials

● 2+ years of experience working in a technical support or similar role at Level/Tier 2 or above.

● Experience supporting transaction based systems especially electronic payment flows, log analysis, major incident support, batch jobs, payment terminals, API, networking and databases.

● Ability to accurately and consistently follow support processes...importantly not be afraid to suggest optimisations and improvements to those processes.

● Experience in ticketing tools (Zendesk, Salesforce, Jira or Service Now is a plus).

● Highly ethical, professional and ambitious.

● Strong customer facing skills with the ability to communicate effectively with relevant stakeholders to understand and define requirements and customer needs.

● Fluent in spoken and written English. (French, Italian, Spanish language is a huge advantage)

● Strong analytical ability to coordinate and analyse complex cases.

● Ability to independently or together with a team to analyse issues and report findings in a structured and clear way.