Overview
At Aevi, we’re not just a team; we’re a vibrant, global community, committed to shaking up the payments industry. Our culture is all about innovation, creativity, and a passion for pushing boundaries. We’re thrilled to welcome new Aevi’ators who vibe with our values and mission and are ready to join us on our journey of transformation and growth.
This role is central to maintaining operational stability, reducing response times, and supporting continuous service improvement.
What you will be doing: Operational Technical Support Engineer 2
* Incident Monitoring & Response:
o Monitor incoming incident tickets and client request queues (e.g., Jira) using the 24x7 Dashboard and other monitoring tools.
o Acknowledge, respond to, and investigate alerts or high-priority incidents immediately.
o Use tools like Zabbix, JSM Alerts, and internal dashboards to ensure service health.
* Triage, Assignment & Resolution:
o Perform initial triage to assess severity, impact, and urgency.
o Assign and escalate tickets based on skillset, workload, and priority.
o Action and resolve Service Requests and Incidents in line with SLAs.
* Communication & Collaboration
o Maintain clear, professional communication across Teams, Jira, email, and phone.
o Communicate incident status and resolution timelines to stakeholders.
o Collaborate with other Team Leads to optimize ticket flow and resource allocation.
o Participate in Daily Status calls and use the OCC 24x7 Teams channel for coordination.
* Documentation & Knowledge Sharing
o Ensure proper ticket documentation and maintain logs for audit and reporting.
o Contribute to knowledge sharing, mentor new team members, and support team development.
o Complete all required technical and non-technical trainings (e.g., Operational Weekly Trainings etc.).
* Customer Interaction
o Handle the Operations inbox and respond to customer emails.
o Answer the Aevi Support line professionally and efficiently.
The successful Aevi’ator: Operational Technical Support Engineer
* Foundational computer science knowledge.
* Willingness to develop an understanding of customer-centric decision making.
* Awareness of tools and platforms such as:
* GIT, Grafana, Bitbucket, WildFly, Java, Docker, Zabbix, JIRA/JSM, AWS, Microsoft Products, VMware Horizon, Linux.
* Developing practical programming skills (e.g., Python, Bash scripting).
* Interest in automation and process optimization.
* Familiarity with monitoring, alerting, and deployment tools.
It's a bonus if you have:
* Payment industry experience, particularly in a client facing remit
* TCP/IP networking knowledge
* SQL / Aurora knowledge
* Android application knowledge
* Linux Administration skills
* English fluency is required, other languages are beneficial
Life at Aevi
Being part of Aevi? It’s diving into a space where flexibility, honesty, development, and support are the essentials of our work environment, and we live for a “work smarter, not harder” mindset. At Aevi, we celebrate diversity and inclusivity, firmly believing that our strength lies in our individuality. Our commitment to a better working culture is reflected in our respect and appreciation for each team member, cheering on everyone to just be themselves at work and outside.
What's in it for you?
* Be part of a dynamic, fun-loving team that values teamwork and flexibility.
* Benefit from our unlimited vacation policy.
* Quickly become a key player of our motivated, energetic, and global team.
* Thrive in a culture that lets your unique work style shine.
* Explore various growth opportunities and level up your career with us.
Who are Aevi
Our mission is to build a more open world, where anyone, anywhere, can take or make any kind of payment. Our cloud-based platform lets payments and transaction data flow across all channels and consumer touchpoints. By connecting digital and in-person interfaces, we are committed to creating the best possible customer experience at the point-of-interaction. Today, we operate across Europe, Australia, and the US with offices in London, Prague, and Paderborn.
Our Vision and Support
We are setting payments free! Supported by visionary shareholders in the industry like Mastercard and HPE Growth Capital, we stand at the forefront of payment innovation, surrounded by like-minded partners who share our vision for a seamless payment future.
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