support engineer for mobile banking

Ameriabank provides mobile banking services through the MyAmeria application and related applications.

• Act as the escalation point for incidents that Layer 1 support cannot resolve, performing in-depth root-cause analysis of MyAmeria application, backend services, and infrastructure issues;
• Monitor application, API, and infrastructure health using observability tools and proactively address emerging issues before they affect customers;
• Coordinate with backend, mobile, and DevOps teams to diagnose and resolve production incidents, restore services promptly, and communicate incidents clearly;
• Reproduce, triage, and document defects, and work with development teams to track fixes through release;
• Maintain and improve runbooks, knowledge-base articles, and standard operating procedures for supported systems;
• Support incident, problem, and change management processes in line with the bank's IT service management standards;
• Participate in the on-call rotation and respond to incidents outside standard business hours as required by the criticality of supported systems.

• Higher technical (engineering) education;
• At least 2–3 years of experience in IT support, system administration, or application support, ideally in banking/fintech or another regulated environment;
• Working knowledge of Kubernetes and/or Windows Server administration;
• Familiarity with monitoring and observability tools such as Zabbix, Datadog, Kibana/ELK, or similar;
• Basic knowledge of SQL and ability to read logs and queries for troubleshooting;
• Familiarity with incident/ticketing systems such as Jira or ServiceNow and ITIL-aligned support processes;
• Self-motivated, detail-oriented, and organized;
• Good communication and time-management skills;
• Ability to make decisions under pressure and work independently within tight deadlines;
• Ability to participate in on-call/shift duty;
• Nice to have: understanding of mobile application architecture (iOS/Android), REST/WebSocket-based backend integrations, programming or scripting knowledge (e.g., .NET, Python, Bash, PowerShell).

• On-call rotation, including responses outside standard business hours as required.