Technical Support Engineer, Payments Product domain

About the company

Vinted is a second-hand marketplace that connects buyers and sellers and operates integrated logistics and payments services.

About this role

<div class="content-intro"><h2><strong>Brief info about Vinted&nbsp;</strong></h2> <p data-renderer-start-pos="1"><span data-sheets-root="1">Our mission is to make second-hand the first choice, and we're looking for people who want to help us get there. Every day, we work together to help our members buy and sell pre-loved clothing and lifestyle items, giving each piece a second life – or even a third. <br>The Vinted Group is made up of three business units that support this mission:<br><br><strong><a href="https://careers.vinted.com/marketplace" target="_blank">Vinted Marketplace</a></strong> is Europe’s leading platform for second-hand fashion and a go-to destination for all kinds of pre-loved items, with a growing range of categories. Our platform connects millions of members across 20+ markets, helping great items find a new life.<br><br><a href="https://careers.vinted.com/vintedgo" target="_blank"><strong>Vinted Go</strong></a> enhances the shipping experience with a vast network of over 500,000 pick-up and drop-off points, partnering with more than 60 carriers across Europe, with added services like item verification for peace of mind on high-value pieces.<br><br><a href="https://careers.vinted.com/vintedpay" target="_blank"><strong>Vinted Pay</strong></a> is the newest part of the Vinted Group, dedicated to bringing secure, reliable payments to buyers and sellers across Europe. Seamlessly integrated into the Vinted app, it helps keep every transaction safe, efficient, and easy for our members.<br><br>Founded in 2008 in Lithuania, Vinted began as a way for friends to find new homes for clothes they no longer needed. In 2019, we became Lithuania's first unicorn! Today, our headquarters remain in Vilnius, and we've grown with offices across Europe, supported by a team of over 2,000 people.&nbsp;</span></p></div><h2><strong>Information about the position&nbsp;</strong></h2> <p>In the Payments Business Unit we are building a payments platform that moves billions of euros across our markets, and that helps us scale anywhere globally through an ecosystem of payments providers, compliance and regulation controls, ensuring the right payment experience along the way. There are quite a several product and engineering teams across the whole Business Unit which all contribute to the unit mission “To create a global, revenue-generating, multi-service financial platform that will accelerate Vinted’s mission - making second hand the first choice".</p> <p>As Payments Technical Support Engineer you will join a team Bees and you will be responsible to provide technical support for internal product teams, to solve issues (incidents, bugs and Customer Support Tickets) that are escalated to the engineering department and to create and own needed operational processes. You will communicate a lot with product teams within the Payment Business Unit as well as with external Payment Service Providers and with teams from other domains in order to solve various issues. You will proactively monitor the health of the platform using various tools and will take ownership of the decisions that you make for complex challenges.</p> <h2><strong>In this position, you’ll&nbsp;</strong></h2> <ul> <li>Deliver exceptional technical support by diagnosing and resolving member-reported technical issues.</li> <li>Monitor, troubleshoot, resolve, and perform root cause analysis for incidents to ensure service reliability.</li> <li>Escalate incidents in accordance with established escalation processes and service level expectations.</li> <li>Be a go-to person for colleagues from other departments who are reporting issues related to payments.</li> <li>Use SQL and logs to find the root cause of the issues.</li> <li>Use Grafana to proactively monitor platform health and performance.</li> <li>Drive operational excellence by identifying process improvements, automating repetitive tasks where possible, and enhancing support workflows.</li> <li>Communicate with many different departments and in some cases with Vinted members as well.</li> </ul> <h2><strong>About you&nbsp;</strong></h2> <ul> <li>Prior experience in a technical support role/function.</li> <li>Ability to work both with the team and individually, being proactive, taking. responsibility, making logic-based decisions on your own and managing to follow priorities.</li> <li>Ability to communicate with both technical and business people.</li> <li>Ability to balance between attention to detail and understanding of a big scope.</li> <li>Ability to explain complex issues in an understandable way.</li> <li>Good problem-solving and analytical skills.</li> <li>Constant will to optimise team working framework and support processes.</li> <li>Passion for AI and automation - would be a great advantage.</li> <li>Proficiency in both written and verbal English/</li> <li>Having one (or more) of the following will be a big plus (but not mandatory): Experience with Jira, Grafana, Logs, SQL, being able to read code.</li> </ul> <h2><strong>Work perks&nbsp; </strong></h2> <ul> <li data-stringify-indent="0" data-stringify-border="0">The opportunity to benefit from our share options programme</li> <li data-stringify-indent="0" data-stringify-border="0">25 working days of holiday</li> <li data-stringify-indent="0" data-stringify-border="0">Access to all the tools &amp; tech needed for work</li> <li data-stringify-indent="0" data-stringify-border="0">Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture</li> <li data-stringify-indent="0" data-stringify-border="0">Private health insurance</li> <li data-stringify-indent="0" data-stringify-border="0">Confidential Employee Assistance Program (EAP) for you and your family</li> <li data-stringify-indent="0" data-stringify-border="0">Frequent team-building events</li> <li data-stringify-indent="0" data-stringify-border="0">A personal monthly budget for shopping on Vinted</li> <li data-strin