Technical Support Engineer

Categoria: IT
Tipo: Full-time
Localização: Lisboa
Regime: Misto

Your opportunity with a higher purpose

Become part of a team to build the next generation digital universal bank with a focus on sustainability from scratch. Our client is a dynamic start-up aiming to access to and sustainable financial services, using technology and collaboration among community members to help them achieve their individual financial objectives over the lifecycle and around the clock, while giving their money a higher purpose dimension.

You are a digital native, a purpose-driven individual and a mindful sustainable investment professional seeking to join a passionate team to create long-lasting value for people and planet?

The role:

  • Ensure end-to-end SIAM operations and delivery across retained IT and Suppliers’ network to deliver consistent and predictable quality service experience
  • Responsible for daily operations focused on delivering high quality, proactive support and service     
  • Evaluate and prioritize customer support cases
  • Be responsible for the quality for all support requests   
  • Execute support procedures related to identification, prioritization, and resolution of incidents
  • Serve as the liaison between business, engineering and product          
  • Communicate and solve customers’ problems via phone, email, and live chat and provide unambiguously written instructions or technical manuals
  • Follow standard procedures of their organizations to resolve issues by escalating them to the relevant internal departments when needed
  • Document technical knowledge in the knowledge database.
  • Analyze and provide data and reporting of KPI’s and trends to IT functions and others           

About you:

  • BSc in Computer Science, Information Technology, Business administration or related field
  • Minimum 5+ years of experience in Infrastructure Services
  • Expert in using SIAM methodologies and good knowledge of ITSM/SIAM tools
  • Experience in monitoring modern Cloud infrastructures and developing and maintaining workflows over multiple systems
  • Hands on experience with SQL, Terraform and command line editors required
  • Previous relevant experiences with CI/CD and monitoring tools are a must
  • Experience working on issues needing understanding of relational databases and technology like Google Cloud.
  • Good understanding of web Services, API and IP based protocols
  • Strong reactive and proactive mindset to establish sense-of-urgency to remediate and at the same time identify and eradicate root-causes of service deterioration      
  • Experienced how it is to work in a fintech, e-commerce, hedgefonds or trading company           
  • Native or bilingual proficiency in English, German language of great advantage 
  • Strong interpersonal skills, sensitivity and understanding of cross-cultural complexities           
  • Self-driven but still a team player and who thrives in a challenging role where a high-capacity level is necessary
  • Ability to prioritize tasks based on urgency and importance
  • Problem solving skills and ability to work under pressure


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