Technical Support Engineer L2 Sofia Bulgaria

About Velexa

Velexa is a leading WealthTech innovator providing cuttingedge investment technology to financial institutions including retail and private banks neobanks brokerages asset managers and wealth management disruptors. Headquartered in London with operations in Sofia GCC and Brazil Velexa has earned recognition as a top 100 WealthTech company winning awards like Best Trading Technology Solutions Provider and Startup of the Year in 2024. At Velexa we thrive on innovation and collaboration to transform the investment landscape.

The Role: Technical Support Engineer L2 (Sofia Bulgaria)

We are looking for a talented L2 Technical Support Engineer to join our dynamic fastpaced 24/5 Technical Support Team. This is an exciting opportunity to support cuttingedge fintech software and services while working on solutions that transform the future of investing. As a key part of our team you will help resolve complex technical issues for our clients ensuring seamless worldclass service delivery.

Location: Sofia Bulgaria (Hybrid remote)
Reports to:Technical Support Lead

Key Responsibilities:

• Provide highlevel technical support and maintenance for Velexas trading software and services (frontend and backend).
• Engage with customers and internal teams across key support channels: Jira Email and Slack.
• Diagnose troubleshoot and resolve technical issues quickly in line with service level agreements (SLAs) ensuring the highest quality of support.
• Escalate unresolved issues to the appropriate internal teams ensuring smooth transition and clear communication.
• Automate routine tasks to improve efficiency and build relevant internal documentation to support ongoing operations.
• Shift schedule: morning (8:00 17:00 GMT3) day (12:00 21:00 GMT3) afternoon (15:00 00:00 GMT3) or night shifts (00:00 08:00 GMT3)

What Were Looking For:

• Mandatory: At least 1 year of handson experience in technical support for software services or applications with strong expertise in Linux (terminal system/application logs and diagnostics). Linux experience is a must for this role.
  
• Good comprehension of computer networks and relevant diagnostic tools (ping traceroute telnet ssh dig netstat ss)
  
• Proficient communication skills in English (minimum B1 level) with the ability to explain technical concepts clearly.
  
• Knowledge of HTTP(S) REST JSON and web technologies.
  
• A proactive solutionsoriented attitude with a strong ability to collaborate within a fastpaced team.
  

Bonus Points For:

• Experience in FinTech or similar hightech environments.
• Knowledge of investment and trading concepts.
• Strong scripting and automation skills in Python and Bash.
• Familiarity with Jira and Confluence for issue tracking and collaboration.
• Familiarity with Git for version control.
• Basic experience and understanding of containerisation and orchestration technologies (docker k8s)
  

Why Join Us

• Innovate: Lead the future of customer experience in a rapidly growing WealthTech startup.
• Impact: Transform the way financial institutions deliver value to clients.
• Grow: Access professional development opportunities within a supportive highgrowth company.
• Collaborate: Join a diverse expert team that values inclusivity collaboration and innovation.