Support Escalation Engineer

About UsWe're redefining how the world interacts with value. And value isn't just money — it's also the data that drives decisions and powers growth.We're challenging outdated financial infrastructure and building something simpler, smarter, and more open. That means giving end-users more control over their finances, helping developers build faster and smarter, and enabling enterprises to serve their customers with greater speed and freedom.We're not just providing APIs. We're enabling access, and that access is critical for consumers, businesses, and innovators everywhere.We're standing at the forefront of a transformative era for financial services...and we act like it. We're curious, hard-working innovators who want to challenge the norm and build what's next.This isn't your typical development role. As a Support Escalation Engineer, you'll be the first responder when high-priority issues threaten our clients' operations. You'll diagnose complex production problems, trace issues through distributed systems, and deploy fixes that directly impact thousands of users in real-time.What makes this exciting:High-impact work - Resolve problems that matter immediately, not in the next sprintTechnical depth - Analyze and solve complex issues across our entire tech stackDirect impact - See your fixes go live and immediately resolve critical client issuesVariety - No two days are the same; you'll work across APIs, databases, integrations, and moreCross-functional collaboration - Work directly with Support, Customer Success, Product Managers, and Engineering teamsStartup environment - Thrive in a fast-paced setting where you can make real impactWhat you'll do: Respond to critical escalations from our highest-priority clients, diagnosing issues across our platformDebug production systems tracing through logs, databases, and distributed services to identify root causesCollaborate with Support and CSM teams to troubleshoot and debug customer issues, providing technical expertiseWork with Product Managers and stakeholders to gather and refine specifications when building solutionsDevelop and deploy hotfixes to resolve urgent issues, sometimes within hoursInvestigate complex integration problems with banks and third-party providers in the open banking ecosystemParticipate in code reviews to maintain code quality, promote knowledge sharing, and ensure high development standardsBuild and maintain diagnostic tools and runbooks that make the team more effectiveDocument incidents and contribute to post-mortems that help prevent future escalationsCollaborate with Engineering teams to identify systemic issues and champion improvements to platform stabilityRequirementsTechnical Skills:Java proficiency (2-4 years) - Spring Boot, REST APIs, microservicesDebugging expertise - You know how to identify and resolve issues using logs, debuggers, and monitoring toolsDatabase knowledge - SQL queries, understanding of database performanceAPI understanding - REST, HTTP, authentication, and integration patternsVersion control - Git workflows and branching strategiesBonus: Bachelor's degree in Computer Science, Engineering, or related fieldBonus: Experience with AWS, Docker, Kubernetes, monitoring tools (Datadog, Grafana, etc.), or reactive programmingBonus points: Familiarity with PSD2 or Open Banking technologiesPersonal Qualities:Driven and curious - You ask questions and strive to understand how systems workCalm under pressure - You perform well when the stakes are high and can multi-task effectivelyProblem-solving mindset - You enjoy tackling challenging technical problems and persevere until you find the solutionClear communicator - You can explain technical issues to non-technical stakeholdersTeam player - You understand that the team will have different strengths; you're happy to learn from them and share your expertiseSelf-starter - You're comfortable with the pace, ambiguity, and autonomy that comes with working in a startupProactive learner - You quickly adapt to new development environments and changing requirementsCustomer-focused - You understand that behind every ticket is a business depending on usBenefitsA competitive salary in a rapidly growing scale-up €4000 - €4,166 gross per month/ €48,000 - €50,000 gross per annum Work on critical infrastructure powering the open banking ecosystemAccelerated learning curve—exposure to complex, real-world production systemsModern tech stack and toolingThere's the opportunity to earn an additional days holiday after 1 years service up to the value of 5 days over 5 yearsMore than just a salary! Employee Share OptionsWe're serious about work/life balance and operate hybrid working, giving you the flexibility to work from home or from our amazing office space in Vilnius. We also operate a nomad policy that allows you to work abroad for up to 20 days per yearComprehensive Private Medical Insurance through CompensaComprehensive and tailored mental health support through an award winning provider€200 annual Learning and Personal Development budgetEmployee Referral Scheme which offers €1,000 per employee referralA social budget to support getting together Dog Friendly OfficesOUR VALUESWe Obsess About QualityOur customers have entrusted us with a critical function in a regulated industry...and we take that responsibility seriously. We always assume ownership and hold ourselves accountableWe are curiousOur innovation is powered by our collective growth mindset. We're lifelong learners who challenge assumptions, experiment, and iterateWe act with integrityWe're guided by our mission and earn and maintain trust by doing what's right, even when it's not easyWe are do-ersWe reject indifference and agility is our strength. We're motivated by challenges, and biassed towards actionWe problem-solve togetherWe're diverse people in diverse places, and know the best solutions are born out of collaboration. We win, lose, and learn...together