L2 Support Engineer Specialist

Descripción del puesto:

Job Description

L2 Support Engineer Specialist

This is Worldline

Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

Join a focused Platform Engineering team delivering reliable services that empower customers to move fast with confidence. We embrace change, value curiosity, and pursue craftsmanship and collaboration to elevate reliability across production systems. This role offers meaningful impact, exposure to advanced tooling, and a clear path for growth within an exiting, mission-driven environment.

Day-to-Day Responsibilities

* Provide 2nd-level technical support on requests from business customers through multiple input channels (email, ticketing tools).
* Analyze production logs from various systems and query relevant databases to identify issues.
* Collaborate with internal teams to solve issues: with Software Developers, Application Managers, etc., and with external teams as necessary (bank support, payment hubs).
* Configure and run API tests using Postman/Bruno or similar tooling to reproduce issues and validate fixes.
* Participate in meetings (internal and with the customer) to discuss issues and improvements.
* Execute IT service management processes like Change, Configuration, Problem, Service Level and Service Request Management.
* Implement, maintain and extend scalable monitoring, alerting, and incident response capabilities to protect production systems.

Who Are We Looking For

* Bachelor's degree or equivalent practical experience; minimum 3 years in IT support, service management, site reliability engineering, DevOps, or platform engineering.
* Strong problem-solving skills; comfortable in addressing and supporting cross-functional issues.
* Experience configuring and testing REST APIs using Postman, Bruno or similar tooling, setting up test collections, reading Swagger/YAML/XML files and navigating developer portals.
* Ability to understand and work with different (payment) message protocols, flows, logic, and sequence diagrams (e.g.: Berlin Group, STET, Wero, etc.) - knowledge of specific payment protocols is a plus, but not required.
* Comfortable in writing medium-complex nested SQL queries and good understanding of database querying.
* Basic understanding of SSL/TLS and signing certificates.
* Experience with cloud platforms (GCP preferred) and infrastructure as code (IaC).
* Capability to navigate within application and system logs from a UNIX command line is a strong plus.
* Previous development experience is (in any context) is appreciated.
* Previous experience with ticketing tools such as Service Now or JIRA.
* Knowledge of monitoring/observability stacks and logging best practices.
* Ability to stay calm under pressure and prioritize requests during high workload periods.
* Effecitve collaboration in the team with customer focus and continuous improvement mindset.
* Communication in English is very good, verbally and in writing.

Perks & Benefits

* Hybrid Working Policy
* Gift vouchers on the occasion of Christmas/Easter Holidays
* Private medical services
* 21 vacation days/year
* Referral bonuses for new hires recommended by you
* WFH & Flexible Working Hours
* Full access to the "Learning" platform