Monitoring Support Specialist – Remote-First

Join to apply for the Monitoring Support Engineer – Remote-First role at EPI Company 🚀 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 In today’s digital world, payments often still feel outdated: random delays and confusing rules make it harder than it should be to pay and get paid.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 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. Make a positive impact daily as a passionate, technical problem‑solver. 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. Build monitoring dashboards, metrics, alerts and optimise 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. Participate in 24/7 on‑call and weekend support. 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 set up and optimise 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. Flexibility: Experience with 24×7 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. AWS cloud certification: a plus. Recruitment steps 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. 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. Job Details Seniority level: Not Applicable Employment type: Other Job function: Information Technology #J-18808-Ljbffr