Technical Support Engineer Tier 2

About the role

OKTO PAYMENTS is seeking a Tier 2 Technical Support Engineer to join its fully remote, global team. You will work in a cross‑functional environment alongside Customer Support, Engineering, DevOps, and Product teams to ensure the stability and reliability of our production systems.

Key responsibilities

• Own production incidents end‑to‑end after escalation from Tier 1 or internal monitoring.
• Perform incident triage, assess severity, priority, and business impact, and ensure appropriate response times.
• Investigate and resolve escalated issues through log analysis, system tracing, and platform data review.
• Analyze transaction flows, reconcile discrepancies, and address missing or delayed transactions.
• Reproduce technical problems when possible and validate fixes, configuration changes, or database adjustments.
• Monitor system health and performance using observability and monitoring tools.
• Apply controlled configuration changes in production, following approval procedures and rollback plans.
• Collaborate with Development, DevOps, and Product teams to drive long‑term technical resolutions.

Required profile

• Experience handling Tier 2 production support in a remote, global setting.
• Strong analytical abilities to diagnose complex technical issues.
• Ability to work closely with cross‑functional teams across multiple countries.
• Excellent communication skills for incident coordination and documentation.

Required skills

• Log analysis
• System tracing
• Monitoring and observability tools
• Incident management
• Configuration management in production environments

What we offer

• Opportunities for career advancement within a fast‑growing fintech company.
• Challenging projects that impact global eCommerce merchants.
• Fully remote work environment.