Level 2 Technical Support Specialist

About EveryPay

At EveryPay, we are on a mission to build the digital financial infrastructure that underpins e-commerce in Greece, empowering Marketplaces, and Merchants to thrive.

We are a team of enthusiastic young people, driven by our values to Empower Customers, work as a Team Together, Manage Risk and Get Stuff Done.

We are proud to have built the payments layer connecting most Greek Marketplaces and Merchants with world-class schemes like Visa and MasterCard. We service most Greek Marketplaces, including Greece’s largest and most successful marketplace: Skroutz.

Our systems connect to thousands of banks, in Greece and abroad. Our tech processes tens of thousands of transactions every day – that’s €billions worth of e-commerce. If you have bought something online in Greece, chances are you have already used our payments product.

EveryPay is fully owned by the Skroutz Group of Companies and is both a Tech Company and a Regulated Financial Services Institution. Therefore, you will be exposed to the world of the Tech Payments Sector and that of Financial Services.

How you will contribute to EveryPay’s vision

We’re looking for a Level 2 Technical Support Specialist to strengthen our operational resilience and elevate the way we respond to incidents across our production systems.

In this role, you will act as a key driver of our incident lifecycle, from triage to resolution, ensuring high-quality investigations, strong communication, and continuous process improvements. You will partner closely with Engineering, Product, Infrastructure/SRE and Customer Operations to ensure incidents are handled with consistency, urgency, and measurable outcomes. This is a great opportunity for someone who enjoys being hands-on technically, while also caring deeply about process, clarity, and operational excellence.

What you will be doing

• Act as a key member of our incident response function, supporting triage, escalation, and resolution across production systems
• Collaborate with the team to improve the incident management process, including severity classification, escalation paths, stakeholder updates, and post-incident workflows.
• Coordinate incident response across Engineering / Infrastructure / Product / Support, ensuring clear ownership and alignment
• Drive root cause analysis ensure action items are tracked to completion (including follow-ups and prevention measures)
• Improve operational documentation: runbooks, playbooks, troubleshooting guides, escalation templates
• Enhance observability and incident detection by collaborating on dashboards and alerting improvements
• Analyze production behavior using logs, metrics, and SQL to validate issues and isolate failures
• Act as a technical escalation point for tickets coming from functional teams (e.g. Level 1 Support, KYC, Operations), helping investigate, resolve, or route issues to the correct domain owners
• Ensure tickets are properly categorized, prioritised, and escalated with clear context, impact, and supporting evidence

What you will need to succeed

• 2–4 years of experience in Production Support, Technical Operations, SRE support, QA/UAT support, or incident-heavy environments
• Strong troubleshooting mindset and ability to work under pressure during incidents

• Comfort working with:

• logs / dashboards / monitoring tools (Grafana, Kibana, ELK, etc.)
• incident and ticket workflows (Jira or similar)

• Solid SQL knowledge for investigations on transactional systems and validations
• Ability to communicate clearly in high-stress production scenarios, both to technical and non-technical stakeholders
• Strong sense of ownership and ability to drive tasks across teams until closure
• Ability to support non-technical teams by translating operational issues into actionable technical investigations
• Process-oriented mindset: you care not only about fixing issues, but preventing them

We will appreciate if you have

• Experience in fintech / payments / banking integrations or regulated environments (PSD2, EMIs, card schemes)
• Familiarity with incident management frameworks (ITIL, on-call best practices, postmortems)
• Hands-on experience with API debugging tools (Postman) and distributed systems concepts
• Ability to coach junior team members during incident response and investigations

What's it like to work at EveryPay?

• Competitive full-time salary 💸
• Private Family Medical Plan 🏥
• Monthly meal allowance 🍽️
• Learning and development programs and access to relevant resources 📚
• A flexible hybrid model of work
• Free Skroutz Plus subscription ➕
• Free wellness subscription 🏋️‍♀️
• Being part of an environment that gives employees large goals, autonomy, and mentoring, creating incredible opportunities, both for you and the company! 🪴

Disclaimer:

EveryPay collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any unauthorized third parties. Please read our Recruitment Privacy Policy below.

Recruitment Privacy Policy

The Company EVERYPAY PAYMENT SERVICES SINGLE MEMBER SOCIETE ANONYME (hereinafter referred to as "EVERYPAY") collects CVs and personal data in order to evaluate and select suitable candidates for potential employment.

In accordance with Regulation (EU) 2016/679 on the protection of personal data, EVERYPAY provides you with the following information regarding the collection and processing of your personal data.

1. Data Collection

The personal data we collect is voluntarily submitted to EVERYPAY by you and includes the information contained in your CV and any accompanying documents. This data may include: full name, contact phone number, e-mail address, educational and professional background, etc.

2. Purpose

The data is processed solely for the purpose of evaluating your qualifications for potential employment within EVERYPAY.

3. Legal Basis

The legal basis for processing your personal data is your consent, which is provided upon submission of your CV.

4. Data Recipients and Transfers

Your personal data will only be accessed by authorized personnel of EVERYPAY involved in the recruitment process. It will not be transferred to any third party or to any country outside the European Economic Area (EEA).

5. Data Retention

In case you do not enter into an employment relationship with EVERYPAY, your personal data will be deleted permanently from our records, unless you have provided your consent to retain your CV for future opportunities. In that case, your data will be securely stored for up to two (2) years from the date of our last contact. EVERYPAY ensures that only authorized personnel have access to this data and that appropriate technical and organizational measures are in place to safeguard confidentiality and integrity.

6. Your Rights

You have the right to:

· Withdraw your consent at any time (without affecting the lawfulness of processing carried out before withdrawal)

· Request access to your personal data

· Request rectification or erasure of your data

· Restrict or object to the processing of your data

· Request data portability

· Lodge a complaint with the Hellenic Data Protection Authority (www.dpa.gr)

To exercise these rights, you can contact us here: [email protected] or at the address: 25-29 Karneadou, 10675 Athens, for the attention of: Data Protection Officer.

CONSENT FOR THE PROCESSING OF PERSONAL DATA
By submitting your CV, you explicitly consent to the collection and processing of your personal data as described [above]. You may revoke this consent at any time, by contacting us at: [email protected].