TechOps SAAS

• Investigate and resolve customer technical issues end-to-end via helpdesk and Slack, working within SLA targets
• Perform root-cause analysis using observability tools (Grafana, Datadog): analyze logs, metrics, and traces to diagnose problems independently
• Build and maintain monitoring dashboards (Grafana or equivalent) to track service health, detect anomalies, and support proactive incident management
• Write simple automation scripts (Python) for bulk operations — e.g., mass API retries, data migrations, batch status checks
• Leverage AI tools (Claude, Cursor, ChatGPT) with integrated system access to accelerate troubleshooting — including prompt engineering, using AI skills/contexts, and working with MCP (Model Context Protocol)
• Collect and structure full technical context (logs, alerts, code changes) for bug reports when escalation to development is required
• Monitor service status proactively: identify and initiate resolution of incidents before customers report them
• Collaborate with development, DevOps, and product teams via Slack and Jira for escalations and knowledge sharing
• Contribute to the internal Knowledge Base to improve AI-assisted resolution and team efficiency

AI & Automation

• Practical experience using LLMs (Claude, ChatGPT, Gemini, Cursor or similar) as daily work tools — not just casual use, but integrated into troubleshooting and communication workflows
• Understanding of prompt engineering principles and ability to craft effective prompts for technical tasks
• Familiarity with AI integration concepts: MCP (Model Context Protocol), AI skills/contexts, connecting AI to internal systems (preferred, can be trained)

Observability & Monitoring

• Hands-on experience with Grafana and/or Datadog — specifically building dashboards, creating alerts, and working with data sources (not just consuming alerts from Slack)
• Understanding of the observability stack: logs, metrics, traces, and how they connect
• Experience navigating traces to identify performance bottlenecks or failure points in distributed systems

Scripting & Technical Automation

• Ability to write simple Python scripts for practical tasks: iterating over API endpoints, bulk retries, data extraction, automated reporting
• Comfortable reading and understanding code (Python, Go, JavaScript) even if not writing production-level software
• Experience working with REST and RPC APIs: understanding HTTP methods, status codes, request/response structure

Computer Science Fundamentals

• Solid understanding of how computers work: CPU, RAM (volatility, cache hierarchy L1/L2/L3), storage (SSD/HDD), and why these matter for debugging
• Understanding of network protocols: HTTP/HTTPS, gRPC, WebSocket — and when each is used
• Understanding of microservices architecture vs. monolith: distributed system challenges (retries, exponential backoff, rate limiting, eventual consistency)
• Basic understanding of DNS, SSL/TLS, CDN (Cloudflare), VPN

Support & Communication

• 2+ years of experience in technical support or TechOps roles (FinTech experience preferred)
• Background in Forex or Crypto — either through trading or working with a broker
• English proficiency at C1 level — both written and spoken
• Experience working with CRM platforms
• Ability to determine when a problem needs escalation and to provide complete technical context when doing so

• Reliability: official employment from the first day, bonuses, annual employee review (salary review or bonus, feedback on work results)
• Stability: our clients are in different countries, therefore we are ready for any changes in work of any country
• Development: a lot of projects and products, which means increasing expertise in working with different technologies, or even switching to completely new ones for you within the company
• Active corporate life: we participate in thematic conferences and forums in our cool sphere of business, corporate parties in the best restaurants of the city with participation of stars, etc
• Comfort: Offices are in different countries. You can work from anywhere in the world