Senior Technical Support Engineer

Senior Technical Support Engineer

The POSITION: We’re looking for a talented Senior Technical Support Engineer with a strong technical background who will resolve complex issues in a fast-paced, customer critical environment, working on improving processes, standards and strategies.

YOU: You must have a strong technical background. You should be passionate about implementing, and running both high-performance infrastructure as well as cloud-based solutions. You take ownership where there is ambiguity; are ready and willing to step out of your comfort zone and use your unique skills to drive to solutions. You find a lot of satisfaction in coaching and mentoring and helping others develop their careers both from a technical and an organizational point of view. You should have excellent analytical & problem-solving skills to provide quick resolution to problems.

With us you will…

  • Provide Technical Expertise and Product Support: Act as technical escalation point in solving customer issues. Troubleshoot complex products and services issues in the entire technical stack, coordinate and prioritize timely resolutions with our engineering team when needed. Successfully resolve technical issues from incoming internal or external stakeholders and proactive notification systems, respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, proactively assist internal or external businesses and end users to avoid or reduce problem occurrence. Act as a mentor and guide other employees, perform systemic diagnosis, correction, and/or escalation preserving the customer experience;
  • Support platform operations, ensure platform stability, assist with incidents and maintain platform SLAs: Ensure the reliability of the existing systems to guarantee uptime and availability of core foundational services and building out our security capabilities. Identify pain points, suggesting a strategy on how to tackle them and leading the team towards the solution. Help administer our hybrid cloud Kubernetes clusters (AWS EKS and Kubernetes as a service). Tackle issues across the entire stack (hardware, software, network and application). Instrument systems for observability and supportability. Performing analysis, troubleshooting, and introspection on core infrastructure components and handle incident response. Provide daily support for all operational technology issues, security vulnerabilities and patches (applications, cloud infrastructure and Kubernetes).  Taking part in a 24×7 on-call rotation.

What we expect from you…

  • You should have a computer science degree
  • At least 8 years relevant experience, typically in the field of core infrastructure engineering experience spanning physical and virtualized servers, storage and network and more recent focus on public clouds, container and orchestration and platforms, ideally in the financial services sector
  • A passion for modern technologies and a drive for continuous improvement of hard and soft skills
  • A tenacity in problem solving and conducting research internally and externally to find solutions.
  • Excellent interpersonal communication skills, both written and verbal.
  • Remains calm in a fast-paced work environment.
  • Demonstrates technical leadership in assessing problems and opportunities.
  • To be fluent in English

In return you will get…

  • A position where you will play an active role in a variety of steps and contexts of digital product building for the financial industry, from the concept to delivery and operations, where you can truly make a difference
  • The opportunity to become a part of one of the prime FinTech teams in Luxembourg, with highly-skilled industry experts, led by entrepreneurs that have been shaping successful digital finance products and building ecosystems for more than 20 years
  • The opportunity to be part of a multicultural and startup-minded team
  • A nice place to work: spacious and modern offices located in the Leudelange business district, close to Luxembourg-City with easy access by bus or car

Should you not hear from us within 4 weeks, please consider that your application has been unsuccessful in this instance. For more information, please check our Job Applicant Privacy Notice.

People are at the very heart of our corporate culture, thus we believe in handling their recruitment ourselves. We do not deal with recruitment or staffing agencies, so please refrain from enquiring if you are one.


Open position


March 11, 2021


Open position