L2 Tech Customer Support Specialist (with developer skills)

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 Apis) 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 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.