Product Support Engineer

Quick Facts

• Role: Product Support Engineer (SRE-capability expansion)

• Work model: 8 days/month on-site from Cracow + remote for the rest

• Contract: 12-month contracts with potential prolongations (long-term preferred)

• Project language: English

• Assignment: B2B, full-time; includes one Saturday on-call

Description

You will help introduce and expand SRE capabilities by combining traditional production support with automation and reliability engineering. The role covers production monitoring, major incident management, service restoration, Root Cause Analysis (RCA), and activities to improve operational resilience.

Responsibilities

• Production monitoring and support

• Major incident management and incident resolution

• Root Cause Analysis (RCA)

• Problem management

• Service restoration

• Production stability improvements

• Change and release support

• Operational resilience

• Stakeholder management

• On-call support and out-of-hours support

Requirements

• 2nd Line (L2) Application Support experience

• 3rd Line (L3) Production Support / Production Management experience

• Application Support Engineering and/or Production Engineering experience

• Strong SQL skills (querying, troubleshooting, data analysis)

• Strong Linux/Unix administration and troubleshooting

• Experience working in 24/7 production support environments

• Strong incident, problem, and change management experience

Benefits

• Long-term B2B contract with 12-month terms and prolongations

• English-speaking environment

• Opportunity to build SRE practices (automation, reliability, observability)

Nice to Have

• SRE practices experience (monitoring, automation, observability tools)

• Payments domain knowledge: SWIFT, cross-border payments, high-value payments, real-time payments

• Payment investigations and payment processing platforms

• Correspondent banking, treasury payments, transaction banking

• Payment operations