L2 Application Support Engineer

L2 Application Support Engineer | CityPay.io
📍 Location: Tbilisi, Georgia | On-Site
🕘 Employment Type: Full-Time
💰 Salary: Competitive
About CityPay.io
CityPay.io is a pioneering cryptocurrency ecosystem in the region, offering seamless and easy cross-border transactions and on-spot payment solutions. As we continue to expand across the CIS region, our mission is to integrate cryptocurrency into everyday life and build a strong, innovative, and trusted community.

Role Summary:
As an L2 Application Support Engineer, you will act as the technical bridge between L1 Customer Support and Engineering. You will own incident investigations handed off from L1, determine the root cause, triage production issues, and resolve cases using internal tools or escalate genuine bugs to development teams with structured documentation.
This is a technical and analytical role, suited for a detail-oriented support engineer with experience in fintech, SaaS, or crypto environments.

Key Responsibilities:

• Investigate issues escalated from L1 support (accidents, bugs, abnormal behavior).
• Determine whether the issue is a system bug, user error, or recoverable via admin tools/back office.
• Perform log analysis, query databases, and use monitoring tools (e.g., Grafana, Kibana, Datadog).
• Liaise with engineering teams to escalate critical bugs with reproducible steps and context.
• Own incident resolution lifecycle and ensure accurate communication back to L1/L3.
• Create and maintain internal troubleshooting guides and knowledge base articles.
• Monitor system health dashboards and proactively catch early signals of issues.
• Participate in on-call rotation for incident response (during business hours only or scheduled).

Must-Have:

• 2–4 years of experience in Application Support or Technical Support in fintech, SaaS, or crypto/blockchain companies.
• Strong understanding of REST APIs, HTTP requests, and backend workflows.
• Experience with SQL for querying transactional logs or investigating user-related data.
• Familiarity with JSON, log formats, and common debugging tools.
• Experience using ticketing systems (e.g., Jira, Zendesk, Freshdesk).
• Ability to read and interpret stack traces, logs, and error messages.
• Excellent problem-solving, root cause analysis, and incident triage skills.
• Clear communication skills to translate technical findings to non-technical stakeholders.

Nice to Have:

• Understanding of crypto transactions, wallets, blockchain explorers, etc.
• Experience working with monitoring tools (Grafana, Prometheus, Sentry, etc.).
• Familiarity with scripting (Python, Bash) for simple automation or investigations.
• Exposure to Kubernetes/Docker or cloud platforms (AWS, GCP).
• Experience working in Agile/Scrum environment with ticket workflows.

What We Offer:

• Executive leadership role in a growing crypto & fintech company
• Influence over strategic direction and global product expansion
• Access to international partnerships and high-level networking opportunities
• Comprehensive health insurance and executive perks
• Opportunities to build and scale technology across multiple regions

Our Hiring Process

Initial Executive Call – Culture fit and leadership experience review
Panel Interview – With co-founders, product, and engineering leadership
Strategic Presentation – Showcase your vision, risk mitigation, and growth plan
Final Discussion & Offer – Executive alignment and offer proposal

Privacy Notice – Processing of Personal Data
By submitting your application, you acknowledge that it may contain personal data as defined under the Law of Georgia on Personal Data Protection. CityPay.io LLC (Company Identification Number: 402132312) will process this data solely for recruitment purposes. Your data will be securely stored for up to 3 years. You may request deletion at any time by emailing career@citypay.io.
Diversity & Inclusion at CityPay.io
At CityPay.io, we are committed to fostering a workplace that celebrates diversity and inclusion. We make employment decisions based on merit, skills, and potential, without discrimination based on race, color, gender, age, nationality, religion, or any other protected status.