Technical Support Engineer, Payments Product domain

In the Payments Business Unit we are building a payments platform that moves billions of euros across our markets, and that helps us scale anywhere globally through an ecosystem of payments providers, compliance and regulation controls, ensuring the right payment experience along the way. There are quite a several product and engineering teams across the whole Business Unit which all contribute to the unit mission “To create a global, revenue-generating, multi-service financial platform that will accelerate Vinted’s mission - making second hand the first choice".

As Payments Technical Support Engineer you will join a team Bees and you will be responsible to provide technical support for internal product teams, to solve issues (incidents, bugs and Customer Support Tickets) that are escalated to the engineering department and to create and own needed operational processes. You will communicate a lot with product teams within the Payment Business Unit as well as with external Payment Service Providers and with teams from other domains in order to solve various issues. You will proactively monitor the health of the platform using various tools and will take ownership of the decisions that you make for complex challenges.

• Deliver exceptional technical support by diagnosing and resolving member-reported technical issues.
• Monitor, troubleshoot, resolve, and perform root cause analysis for incidents to ensure service reliability.
• Escalate incidents in accordance with established escalation processes and service level expectations.
• Be a go-to person for colleagues from other departments who are reporting issues related to payments.
• Use SQL and logs to find the root cause of the issues.
• Use Grafana to proactively monitor platform health and performance.
• Drive operational excellence by identifying process improvements, automating repetitive tasks where possible, and enhancing support workflows.
• Communicate with many different departments and in some cases with Vinted members as well.

• Prior experience in a technical support role/function.
• Ability to work both with the team and individually, being proactive, taking. responsibility, making logic-based decisions on your own and managing to follow priorities.
• Ability to communicate with both technical and business people.
• Ability to balance between attention to detail and understanding of a big scope.
• Ability to explain complex issues in an understandable way.
• Good problem-solving and analytical skills.
• Constant will to optimise team working framework and support processes.
• Proficiency in both written and verbal English/

Nice to have

• Passion for AI and automation - would be a great advantage.
• Having one (or more) of the following will be a big plus (but not mandatory): Experience with Jira, Grafana, Logs, SQL, being able to read code.

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Access to all the tools & tech needed for work
• Home office support: we provide IT workstation equipment and a personal budget of up to 540 for home workplace furniture
• Private health insurance
• Confidential Employee Assistance Program (EAP) for you and your family
• Frequent team-building events
• A personal monthly budget for shopping on Vinted
• A dog-friendly office
• In Vilnius office: Gym & in-house meals at friendly prices
• In Kaunas office: a monthly lunch allowance, and a once-a-week provided in-house lunch and breakfast