Lead Support Engineer

Our client is an Israeli fintech company expanding its presence to the Moldovan market. The company provides secure international money transfer solutions — moving customer funds worldwide quickly, safely, and at competitive exchange rates — across a regulated, multi-region platform.

Responsibilities

MONITORING & INCIDENT HANDLING

• Watch platform health through dashboards and alerts (Grafana, logs), and react quickly when transfers, payments, KYC, or card flows degrade
• Triage incoming issues by impact and urgency, own them through to resolution, and keep clear, auditable records in the ticketing system
• Drive incidents during your shift — coordinate, communicate status, and escalate to on-call engineers with a tight, well-documented handoff
• Follow runbooks for known issues, and help write new ones as patterns emerge

I NVESTIGATION & RESOLUTION

• Investigate transactions end-to-end across services and integrations (banks, card processors, remittance suppliers, KYC and messaging
• vendors)
• Query operational data stores (SQL and similar) to confirm the state of a transfer, wallet, or customer record before acting
• Resolve operational issues within defined, safe boundaries, and clearly flag anything that needs a code change or a money-affecting action to
• engineering rather than acting on it yourself

STAKEHOLDER SUPPORT

• Support branch agents, operations, compliance, and partners with timely, accurate answers
• Translate between non-technical reporters and the engineering team — turn a vague “it’s not working” into a reproducible, well-scoped report
• Feed recurring pain points back into the product and engineering backlog so they get fixed at the source

COVERAGE

• Provide support coverage on a rotating schedule that includes evenings and weekends, since transfers and customer activity continue outside
• standard hours
• Ensure clean shift handovers so nothing in flight is dropped between shifts

Requirements

• 2+ years in a technical support, NOC, application-support, or operations role — ideally for a live, customer-facing product
• Comfortable reading logs and dashboards to diagnose issues, and confident writing SQL to investigate data across relational databases
• Solid understanding of how web services, APIs, and integrations fit together (HTTP, queues, webhooks)
• Calm, methodical, and detail-oriented under pressure — especially when money or compliance is involved
• Strong English (written and spoken); able to communicate precisely with both engineers and non-technical stakeholders
• Willing and available to work a rotating schedule that includes evening and weekend shifts
• High integrity and discretion when handling customer and financial data Internal recruiting document

Nice to have

• Experience supporting fintech, payments, remittance, or other regulated/transactional systems
• Familiarity with cloud observability tools (Grafana, Prometheus, CloudWatch, log aggregation)
• Exposure to Kubernetes / AWS environments, even at a read-only or diagnostic level
• Scripting skills (Bash, Python, or similar) to automate routine checks and speed up investigations
• Ability to read PHP — much of the platform’s backend runs on Laravel/PHP, so following the code helps you diagnose issues faster
• Additional languages spoken by our customers and teams (Russian, Romanian, Hebrew, or others) alongside English
• Experience working to SLAs and participating in formal incident / on-call processes

What the company offers

• Onsite role in Chișinău within a fast-growing international fintech
• A real, high-impact seat — you keep a live money-moving platform running for customers worldwide
• Direct line into the engineering team and clear escalation paths, so you’re never left holding an incident alone
• Structured shift rotation with fair evening / weekend scheduling
• A supportive, fast-paced team and a strong onboarding ramp, including a thorough internal knowledge base
• International working environment and long-term growth opportunities