L2 Tech Customer Support Specialist (with developer skills)

L2 Tech Customer Support Specialist (with developer skills) Market Pay is looking for a L2 Tech Support Specialist with developer skills (RPA, AI Process automation experience required). French, Italian, Spanish language skills consider as advantage for this position. As part of our 2nd Level team based in Vilnius. Our service desk provides best of breed, frontline support to our enterprise clients globally. As a L2 Tech Support Specialist , you must be able to: ● Provide deep analysis of issues on a high availability secure transactional based system providing critical business services to our customers. ● AI Process Automation. Proficiency in leveraging AI tools (such as LLMs API, Api’s) automate repetitive support tasks ● Coding & Scripting: Strong ability to write and maintain clean, efficient code (Python, JavaScript/Typescript, Bash) ● Humble RPA Architecture. Hands-on experience designing and deploying Robotic Process Automation (RPA) solutions with a focus on stability and ease of maintenance, rather than complexity. ● Self-Evolving Systems: A proactive mindset for identifying manual "bottlenecks" in the L2 workflow and building automated scripts to eliminate them. ● Prompt Engineering. Ability to design and refine prompts for AI models to ensure accurate data extraction from complex technical logs. ● Be an outstanding IT professional capable of log analysis, API troubleshooting, database querying and complex investigations. ● Act fast, with urgency and priority. Know when to follow the script and importantly, when not to. ● Actively seek to reduce the burden on Level 3 teams by identifying and bringing forward initiatives to increase Level 2 skills, knowledge and responsibilities. ● Collaborate with management, senior team members, Level 3 Support Teams, Duty Managers and 3rd Party Partners. ● Partner with technical teams and 3rd parties to effectively resolve issues fast. ● Accurately follow and contribute to procedures and processes defined in the internal knowledge base. ● Escalate urgent and business critical issues in a timely manner to the duty managers. ● Work with Zendesk ticketing tool, handling customers cases, ageing ticket coordination, reporting, statistics, daily activities. ● Be the hero of the day by supporting our clients and partners in the best possible way. Your Package 💵 A highly competitive salary (depending on relevant experience salary range is from 2700 Eur to 3300 Eur gross) 🥇 Annual bonus program and regular awards and recognition for the best of the best (👈🏻 is that you?) 🩺 Health Insurance (includes all the essentials plus a fund towards your gym membership) 🛟 Life Insurance 🤯 Ifeel - for your mental health 🏢 Office in the Old Town of Vilnius 🍕 Regular social events and celebrations. 📱 Monthly Phone Allowance 💻 All the tools and equipment you need to do your job 🏡 Flexibility to mix being in the office with working remotely from your home The Essentials ● 2+ years of experience working in a technical support or similar role at Level/Tier 2 or above. ● Experience supporting transaction based systems especially electronic payment flows, log analysis, major incident support, batch jobs, payment terminals, API, networking and databases. ● Ability to accurately and consistently follow support processes...importantly not be afraid to suggest optimisations and improvements to those processes. ● Experience in ticketing tools (Zendesk, Salesforce, Jira or Service Now is a plus). ● Highly ethical, professional and ambitious. ● Strong customer facing skills with the ability to communicate effectively with relevant stakeholders to understand and define requirements and customer needs. ● Fluent in spoken and written English. ( French, Italian, Spanish language is a huge advantage) ● Strong analytical ability to coordinate and analyse complex cases. ● Ability to independently or together with a team to analyse issues and report findings in a structured and clear way. Department Customer Operations & Support Locations Vilnus Remote status Hybrid Employment type Full-time About Market Pay Founded in 2016 , Market Pay is a fast-growing French fintech specialized in omnichannel and international payment solutions . Our mission? To support retailers and e-merchants in their growth by reinventing the customer payment experience whether in-store , online , or through 100% digital and mobile journeys . Built on a strong understanding of the European retail ecosystem and its payment challenges , Market Pay provides expertise and innovative solutions across the entire payment value chain . Leveraging an industrial-grade platform , we simplify acceptance and acquiring , offer a wide range of payment card solutions (prepaid, gift, and more), and enable seamless, modern checkout experiences . With several international acquisitions , Market Pay now brings together 350+ passionate professionals across France and Europe , all committed to shaping the future of payments . Founded in 2016 Co-workers 350