Technical Support Engineer

IntellectEU is an international technology company focused on digital finance and emerging technologies. At IntellectEU, we are on a mission to become the top-of-mind fintech company. We are committed to our people and believe in building a better future with the newest of the newest technologies. Giving young people and industry veterans a growing ground to play, launch ideas & work very closely with our clients. With our hands-on experience in both technical & capital markets, no challenge is left untackled.

We are seeking a technically skilled engineer to work on our CatBM Product, delivering an excellent client experience on our product usage and providing ongoing support. 

Responsibilities:

• Conducting demos of the product to the IntellectEU customers, guiding customers through the software UI.
• Prepare, lead, and follow up on client calls and support on customers' questions. 
  
• Execute day-to-day activities across support tickets, onboarding/installations, and customer technical requests.
• Maintain regular client communication to ensure transparency and trust, clearly explaining progress updates, risks, tight deadlines, or delays.
  
• Support incident handling and escalations by troubleshooting issues and coordinating with Engineering when needed.
• Collect logs, system data, and contextual information to support root cause analysis and issue resolution.
  
• Monitor progress on assigned technical tasks and proactively inform clients about timelines, risks, and dependencies.
  
• Maintain accurate ticket updates and delivery documentation.
• Contribute to improving the processes, runbooks, and internal tooling based on hands-on experience.
• Participate in covering 24/7 on-call shifts.
  
  

Requirements:

• Strong hands-on troubleshooting skills and incident/problem-solving mindset.
• Troubleshooting ability using logs, traces, and structured investigation.
• Solid understanding of APIs and integrations (REST/JSON, authentication, webhooks).
• Experience installing, configuring, and validating complex software platforms.
• Practical knowledge of system upgrades, patching, and operational maintenance.
• Experience installing, configuring, validating, and maintaining software in client environments.
• Proficiency with ticketing and delivery tools (e.g., Jira Service Management/Zendesk, Jira, Confluence).
• Strong documentation skills (runbooks, SOPs, installation guides, client updates).
• Maintaining up-to-date knowledge of client infrastructures and environments.
• Excellent analytical and problem-solving capabilities, comfortable with tackling both routine and complex incidents.

We guarantee:

• Excellent compensation and benefits package, including medical insurance and sports activities.
• International experience in a stable company: the company has offices in Antwerp, Lisbon, Krakow Kyiv, New York and operates on the market for over 15 years.
• A passionate team in an innovative, casual, positive, and open work environment, ready to meet your new ideas.
• Great opportunities for personal and professional development as well as the chance to change the way the business works in the financial world.
• Work where you're most productive — remote, in-office, or hybrid options available.