Product Support Engineer (Payments)
⚲ Kraków
20 160 - 21 840 PLN netto (B2B)
Wymagania
- 2nd line support
- 3rd line support
- Incident management
- Service Recovery
- Observability
- Monitoring Tools
- Reliability Engineering
- automation
Opis stanowiska
We are looking for a team of Product Support Engineers (with experience within Payments environments).
The team is responsible for the production support, operational stability, resilience, and Run-the-Bank (RTB) activities across critical global payments platforms. A key objective is the evolution from a 24/5.5 operating model towards full 24/7 support coverage, while simultaneously building stronger Site Reliability Engineering (SRE) capabilities across the function.
The primary requirement is for consultants with strong Production Support experience within Payments environments.
This is not a pure software engineering or infrastructure role. The ideal consultants will have hands-on experience supporting business-critical payment applications in production, managing incidents, resolving issues, and maintaining service stability.
This role requires onsite presence at our Kraków office six times per month.
Main Responsibilities:
• Production monitoring and support
• Major incident management
• Incident resolution
• Root Cause Analysis (RCA)
• Problem management
• Service restoration
• Production stability improvements
• Change and release support
• Operational resilience
• Stakeholder management
• On-call support
• Out-of-hours support
Key Requirements:
• Strong payments production support experience
• L2/L3 support capability
• Major incident management
• Service recovery expertise
• Reliability engineering mindset
• Automation experience
• Monitoring and observability knowledge
• Experience supporting payment systems within a banking environment
• SWIFT experience
• Cross-border payments experience
Nice to Have:
• Observability
• Monitoring strategy
• Toil reduction
• Reliability engineering
• Incident prevention
• Service Level Indicators (SLIs)
• Service Level Objectives (SLOs)
• Capacity management
• Performance engineering
• Platform resilience
Other Details:
This role is focused on building SRE capability within the organization and will support enhanced operational stability across critical payment systems. Ideal candidates will be expected to operate beyond traditional support responsibilities.
The team is responsible for the production support, operational stability, resilience, and Run-the-Bank (RTB) activities across critical global payments platforms. A key objective is the evolution from a 24/5.5 operating model towards full 24/7 support coverage, while simultaneously building stronger Site Reliability Engineering (SRE) capabilities across the function.
The primary requirement is for consultants with strong Production Support experience within Payments environments.
This is not a pure software engineering or infrastructure role. The ideal consultants will have hands-on experience supporting business-critical payment applications in production, managing incidents, resolving issues, and maintaining service stability.
This role requires onsite presence at our Kraków office six times per month.
Main Responsibilities:
• Production monitoring and support
• Major incident management
• Incident resolution
• Root Cause Analysis (RCA)
• Problem management
• Service restoration
• Production stability improvements
• Change and release support
• Operational resilience
• Stakeholder management
• On-call support
• Out-of-hours support
Key Requirements:
• Strong payments production support experience
• L2/L3 support capability
• Major incident management
• Service recovery expertise
• Reliability engineering mindset
• Automation experience
• Monitoring and observability knowledge
• Experience supporting payment systems within a banking environment
• SWIFT experience
• Cross-border payments experience
Nice to Have:
• Observability
• Monitoring strategy
• Toil reduction
• Reliability engineering
• Incident prevention
• Service Level Indicators (SLIs)
• Service Level Objectives (SLOs)
• Capacity management
• Performance engineering
• Platform resilience
Other Details:
This role is focused on building SRE capability within the organization and will support enhanced operational stability across critical payment systems. Ideal candidates will be expected to operate beyond traditional support responsibilities.
🔍 Dekoder Ogłoszenia
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evolution from a 24/5.5 operating model towards full 24/7 support coverage
Obecnie zespół pracuje w ograniczonym czasie pracy, a celem jest przejście na pełne wsparcie całodobowe, co może oznaczać konieczność pracy w weekendy i święta.
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building stronger Site Reliability Engineering (SRE) capabilities across the function
Firma chce wdrożyć praktyki SRE, co może oznaczać nacisk na automatyzację, proaktywne rozwiązywanie problemów i odpowiedzialność za niezawodność systemów.
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This is not a pure software engineering or infrastructure role.
Rola nie polega na tworzeniu nowego kodu ani na zarządzaniu serwerami, ale na utrzymaniu i rozwiązywaniu problemów istniejących systemów płatniczych.
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six times per month
Wymagana jest częsta obecność w biurze w Krakowie, co może być uciążliwe dla osób preferujących pracę zdalną.
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On-call support
Oczekuje się gotowości do pracy poza standardowymi godzinami pracy w przypadku awarii lub pilnych zgłoszeń.