Monitoring Support Specialist – Remote-First

Monitoring Support Specialist – Remote-First We usually respond within three days 🚀 Be part of a movement to change the way Europe pays In today’s digital world, payments often still feel outdated: random delays and confusing rules make it harder than it should be to pay and get paid. The European Payments Initiative (EPI) is here to change all that, forever. With Wero, our digital wallet, we make sending and receiving money simple, seamless and secure across France, Belgium and Germany, with more countries and omnichannel solutions coming soon. Supported by 14 major banks and the two largest European acquirers, EPI is building a new, proudly European payment system: easy, instant and transparent, all for the greater good. 🔎 What's in it for you At EPI, we are on a mission to build and deliver a meaningful European payment solution that strengthens the European payment ecosystem. Acting as both bridge and builder, we aim to create a secure, innovative, and unified payment experience for consumers across Europe. This is your chance to join a transparent, collaborative, and open-minded organization that adapts to change and strives for excellence. If you’re passionate about payments, thrive in technical problem-solving, and want to make a positive impact daily, then this role is for you. At EPI, we embrace a remote-first culture, enabling our teams to work remotely from the country they are based in, with in-person meetings at least once a quarter to foster collaboration and connection. 🐝 About the team You will be the ninth member of Monitoring Support, led by Michael who has impressive experience as a software engineer, technical support engineer and Head of Customer Deliver at Mambu. 💥 Your impact Proactively monitor systems to ensure seamless uptime and minimize disruptions Rapidly resolve incidents to maintain platform stability and customer trust Orchestrate major incident management across cross-functional teams Conduct root cause analyses and post-mortems to drive continuous improvement Document incidents and resolutions clearly to prevent recurring issues Building Monitoring Dashboards, metrics, alerts and optimising alerts. Collaborate closely with Product, Engineering, and SRE teams to align technical operations with business needs Contribute to building a trusted, innovative, and sovereign European payment solution by reducing reliance on non-European networks You will be a part of 24X7 on-call and weekend support. 💻 Technology stack Backend: Java stack/Kotlin with MySQL Monitoring and log analysis: Datadog Analytics: Databricks and Tableau 🕵🏻‍♀️ To succeed, you should meet at least 90% of these requirements : Experience: 4–10 years in technical/platform monitoring support Engineering, preferably in FinTech or Payments. Education: Bachelor's degree in computer science, IT, or related field (Master’s a plus). API Skills: Hands-on with APIs, performance monitoring (API SLOs), debugging, and troubleshooting is non-negotiable. Monitoring & Logging: Experience with Datadog (or equivalent), log analysis, alerting, and proactive issue detection. Must be able to build dashboards, understand metrics, and ability to set up and optimize alerts. Incident Management: Strong knowledge of ITIL standards and best practices in managing major incidents. Ticketing & Reporting: Hands-on with Jira (dashboards, filters) and reporting tools such as Databricks (executing SQL queries and building dashboards) Problem-Solving: Strong analytical skills, thrives in high-pressure and time-sensitive environments. Communication: Excellent interpersonal skills, able to simplify complex technical issues for non-technical stakeholders. Software & Coding: Solid understanding of the software development lifecycle (SDLC) with hands-on experience in debugging code (preferably Java). Familiarity with coding best practices, CI/CD pipelines, and release processes, enabling effective collaboration with development teams and faster resolution of technical issues. Flexibility: Experience with 24x7 rotational shifts and on-call support. No 9 to 5 mentality. Industry Knowledge: Payments/Fintech experience is a strong advantage (understanding transaction flows, payment gateways, fraud monitoring, settlement, reconciliation, compliance). Languages: Fluent in English (CEFR C1 or C2); French, German, Dutch , or other European languages are a plus 🪜 If this looks like you, the recruitment steps are: A first call with one of our recruiters A tech assessment to do at home A technical interview with our Team lead and a future colleague A final interview with our COO and Head of Monitoring & Customer Support Hopefully, an offer you can’t refuse ⛔ Turn back if … You’re looking for an already highly structured environment with no ambiguity You're a first line/IT support Otherwise apply! 🫶 Our commitment to equal employment opportunities EPI offers the same job opportunities to all, without distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. EPI promotes the development of an inclusive work environment that mirrors the diversity of the clients our product is serving. Department Operations & Service Delivery Locations Remote-First in France, Remote-First in Germany, Remote-First in Netherlands Remote status Fully Remote Remote-First in France Remote-First in Germany Remote-First in Netherlands