Customer IT Support Specialist - Middle+

Plata Card; Deutschland; Hybrid; EUR 42.000 - 56.000; Vollzeit

Benefits dieser Stelle

Relocation support

Flexible work

Healthcare coverage

Education Budget

Wellness Budget

Vacation policy

Zusammenfassung

Plata Card is seeking a Customer IT Support Specialist to join our Customer IT Support team. You will investigate and resolve customer technical issues, provide clear guidance on product functionality, and collaborate with internal teams to ensure fast resolution.

You will coordinate incidents, monitor health of services, and help improve support processes. Proficiency in English (B1+ expected) and 2+ years in incident handling are required for international collaboration.

Qualifikationen

• Experience handling incidents in a high-load production environment.
• At least 3 years in customer-facing roles within support or service delivery.
• Ability to coordinate multiple teams and communicate clearly.
• Solid understanding of large-scale IT systems and monitoring.
• Strong sense of responsibility and self-organization.
• English level at least B1 for international collaboration.

Aufgaben

• Investigate and resolve customer technical issues.
• Provide clear guidance on product functionality.
• Collaborate with internal teams to ensure fast issue resolution.
• Coordinate incident responses from detection to resolution.
• Monitor health of critical services and communicate status.
• Organize post-incident reviews to prevent recurrence.

Kenntnisse

Incident management

Cross-team coordination

Customer-facing support

IT systems understanding

Self-organization

English communication (B1+)

Tools

AWS

Kubernetes

PostgreSQL

Docker

Linux

Kafka

Jobbeschreibung

We are looking for a Customer IT Support Specialist to join our Customer IT Support team.

The Customer IT Support team is responsible for providing technical support to our customers, resolving issues related to Plata’s products, and ensuring users have a smooth and reliable experience. We work closely with cross-functional teams to troubleshoot technical problems, deliver timely solutions, and help customers get the most out of our products.

As a Customer IT Support Specialist , you will investigate and resolve customer technical issues, provide clear guidance on product functionality, and collaborate with internal teams to ensure fast and effective issue resolution. You’ll play a key role in delivering an exceptional customer experience while contributing to the continuous improvement of our support processes and products.

Challenges that await you:

• Coordinate incident response from detection to resolution by operating quickly and effectively.
• Respond to critical incidents: classify, prioritize, and escape them to the appropriate technical teams.
• Coordinate actions across multiple teams to resolve incidents as quickly as possible and stay involved until full resolution.
• Monitor the health of critical company services and infrastructure.
• Keep internal stakeholders updated on incident status and resolution progress.
• Organize post-incident recovery actions and customer communication.
• Prepare post-incident reviews to identify root causes and improve future responses.

What makes you a great fit:

• 2+ years of experience handling significant incidents in a high-load production environment.
• 3+ years of experience in customer-facing roles within support, product, or service delivery.
• Ability to coordinate multiple teams simultaneously.
• Understanding of how large-scale IT systems work and interact.
• High sense of responsibility and strong self-organization skills.
• English level B1 or higher for effective communication with an international team.

Your bonus skills:

• Experience with Public Cloud, Microservices, and monitoring systems.
• Technical or support experience with AWS, Kubernetes, PostgreSQL, Docker, Linux, or Kafka.
• Experience working with ITSM systems and/or incident management platforms such as incidents.io, Rootly, FireHydrant, or similar.
• Experience building monitoring processes, including alert configuration and dashboard creation.

Our ways of working:

• Innovative Spirit: A commitment to creativity and groundbreaking solutions
• Honest Feedback: valuing open, transparent communication
• Supportive Team: a strong, collaborative community
• Celebrating Achievements: recognizing our wins together
• High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances

Our benefits:

• Relocation support to one of our hubs — Colombia, Georgia, Serbia — with assistance for the employee and their family
• Flexible work from one of our offices or remote
• Healthcare Coverage
• Education Budget: Language lessons, professional training and certifications
• Wellness Budget: Mental health and fitness activity reimbursements
• Vacation policy: 20 days of annual leave and paid sick leave