Technical Monitoring Specialist – Remote-First

🚀 Be part of a movement to change the way Europe pays

In today’s digital world, payments often still feel outdated: random delays and confusing rules make it harder than it should be to pay and get paid. The European Payments Initiative (EPI) is here to change all that, forever.

With Wero, our digital wallet, we make sending and receiving money simple, seamless and secure across France, Belgium and Germany, with more countries and omnichannel solutions coming soon. Supported by 14 major banks and the two largest European acquirers, EPI is building a new, proud European payment system: easy, instant and transparent, all for the greater good.

🔎 What's in it for you

We are currently on the lookout for a dedicated Monitoring Support Specialist with a strong background in Technical Support, Platform Monitoring, ideally in FinTech or payment space. You will be a key member of the Monitoring Specialists team, responsible for providing technical support and executing the incident management process in line with ITIL-4 standards. This role is critical in ensuring the smooth operation of our technical infrastructure and minimizing service disruptions.

🐝 About the team

You’ll join a multicultural team of 6 talented Technical Support Expert based in Amsterdam supporting cutting edge Payment solutions.

💥 Your impact

• Provide first and second-level technical support for issues related to monitoring systems
  and infrastructure
• Participate in the execution of the incident management process according to ITIL-4
  standards, ensuring timely and effective resolution of incidents
• Collaborate with other teams, including IT, DevOps, and business units, to ensure
  seamless communication and resolution of major incidents
• Ensure adherence to service level agreements (SLAs) and performance metrics
• Quality-drive documentation of incidents, RCAs, and Post-Mortems within the agreed
  SLA time
• Participate in on-call rotations to provide support during off-hours

✅ If you had joined us last month, here’s what you could have done

• You would have participated in a major incident process which had a massive impact on the members as well as the company (in a positive way)
• You could have contributed and played a pivotal role in resolving the incident by being in the frontline and being the point of contact with our internal stakeholders and the external stakeholders. It is not just work but fun as well, last month we had an office event, which was quite fun with Disco, drinks, food and of course good vibe

🕵🏻‍♀️ To succeed, you should meet at least 70% of these requirements

• +5 years of experience in a technical support role
• Bachelor's degree in computer science, Information Technology, or a related field
• Hands on experience of using APIs and have a good understanding of the various use cases
• Fluent in English (CEFR C1 or C2) is mandatory; German, Dutch, French or any additional European languages is a plus
• Familiarity with ITIL standards and best practices in incident management
• Experience with monitoring systems and technical troubleshooting
• Experience with Log analysis, alerting systems and monitoring systems such as Datadog
• Hands on experience with Ticketing tools, preferably JIRA, with a strong understanding of Dashboard and filter creations.
• Experience working with SaaS products and knowledge of any CSPs.
• Strong problem-solving skills and ability to work in a high-pressure environment
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams
• Coding and Software development experience with a solid foundation of release processes

🪜 If this looks like you, the recruitment steps are:

1. A first call with one of our recruiters
2. A technical Interview with our technical monitoring team
3. An interview with the Team Lead Monitoring Support
4. An interview with one of our Head of Operations
5. Hopefully, an offer you can’t refuse

⛔ Turn back if …

• You are not available for 24/7 on-call hours
• You have no experience in support and system administration
• You are not familiar with ITIL and with SaaS products and knowledge of any CSPs

Otherwise apply!

🫶 Our commitment to equal employment opportunities

EPI offers the same job opportunities to all, without distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. EPI promotes the development of an inclusive work environment that mirrors the diversity of the clients our product is serving.