Support Engineer

Leanpay (www.leanpay.com) is an 8-year-old Fintech product company with a product presence in three markets: Slovenia, Romania, and Hungary. Our mission is to enable customers to pay for any product or service in installments in any shop and in any channel in just a few clicks. Leanpay ensures immediate response, with no worries about paperwork, no waiting in lines at the bank, and no need for a credit card or other financial product onboarding.

A great milestone was achieved this 2024 year when Leanpay secured €10M in Series B Funding. It will enable us to solidify our market leadership in Slovenia, scale our operations in Romania and Hungary, continue to roll out innovative services, and attract top talent to our growing team to become the digital consumer lending champion in the Central & Eastern European region.

Our whole development team is based in Serbia, mainly in Belgrade, but also in Novi Sad, Niš, Čačak and Kragujevac. Although we are constantly growing, we aim to keep the benefits that smaller team can provide - flexibility, informality, transparency and knowledge sharing.

Main tasks

The Support Engineer will provide L2 support, assisting internal users in resolving data discrepancies for both B2C and B2B customers. This role involves database manipulation using SQL, taking ownership of customer issues, and ensuring problems are resolved efficiently from start to finish.

What will the Support Engineer be doing?

• Taking ownership of customer issues reported and seeing problems through to resolution;
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues;
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams;
• Providing prompt and accurate feedback to L1 support teams on Leanpay markets;
• Ensuring proper recording and closure of all issues;
• Preparing accurate and timely reports;
• Documenting knowledge in the form of knowledge base tech notes and articles;
• Following the SLA for issues with respect to the severity;
• Creating various reports using SQL;
• Setting up new deliveries and troubleshooting failed deliveries for clients;
• Analyzing, reproducing, and troubleshooting client issues with the data backing these deliveries;
• Working closely with our Customer Support, Product, and Engineering teams to unblock clients and resolve any issues they are facing;
• Serving as a primary technical point of contact for customers, and engaging with other internal teams as needed.

What will the successful candidate have?

• A BS or high school degree in Information Technology, Computer Science, or equivalent;
• Proven SQL expertise, ideally with Postgres;
• Solid knowledge of relational DB principles and structures;
• Familiarity with Google Cloud Platform (GCP), or similar cloud platforms like Azure or AWS;
• Strong data analysis and troubleshooting skills;
• Strong problem-solving and client-facing skills;
• Excellent written and verbal communication skills;
• A “can do” attitude.

We consider as a plus:

• Previous experience in support/solutions/sales engineering or similar roles;
• Experience with Git;
• Ability to read and understand code;
• Familiarity with using APIs.

What we offer:

You will have an opportunity to work with enthusiastic and experienced professionals in a modern, healthy and encouraging working environment. You can grow as Leanpay grows - we appreciate every team member's contribution and support your personal development.

We also offer:

• Hybrid work model;
• 25 days of paid vacation;
• 5 days a year of 100% paid sick leave;
• Private medical insurance;
• Lunch at the office every day;
• Gift for your birthday;
• Professional mentoring;
• Opportunities for professional advancement.

We can’t wait to meet you! So, if you believe you are the right person for this job, please send us your CV. We are looking forward to hearing from you. Shortlisted candidates will be contacted.