Technical Support and IT Operations Engineer

About NoFrixion

NoFrixion operates as an Electronic Money Institution authorized by the Central Bank of Ireland. The platform handles daily client funds transfers, making timely and accurate issue resolution essential.

Role Overview

This role serves as the technical intermediary among Customer Success, Compliance, and software engineering teams. You will address problems reported in business terms—such as missing payments, account discrepancies, report failures, or alerts requiring investigation—by analyzing logs, dashboards, and directly querying databases. You'll resolve issues where possible and escalate confirmed platform defects to engineers with sufficient detail for rapid action. You will also maintain production monitoring and manage internal IT and identity services daily. This position requires hands-on technical work and is not limited to simply routing support tickets.

Role Purpose and Demand

• Customer Success submits approximately 10–15 technical queries daily (~200+ monthly) related to payment investigations, configuration, and operational questions.
• Compliance contributes an additional 5–10 queries weekly, including transaction monitoring and reporting checks.
• Daily responsibilities also include production system monitoring, identity management, IT support, and incident response.

Workflow

• Tickets from Customer Success and Compliance include details such as actual vs expected behavior, client or merchant IDs, and references. Logging tickets is the highest priority.
• You act as the second-line technical point of contact, receiving requests instead of the engineering team.
• Provide a substantive first response promptly, ideally within one working hour, and continue updating the ticket status until resolution.
• Confirmed defects are escalated to engineering with documented evidence; product team prioritization decisions are communicated back to stakeholders.

Primary Responsibilities

• Conduct detailed technical investigations and support for issues raised by Customer Success and Compliance. Analyze payment transaction failures using operational portals, application logs, direct SQL queries on production data, and third-party platforms such as banks and card acquirers.
• Resolve configuration, permission, and procedural inquiries independently, providing clear non-technical explanations for Customer Success to relay to customers.
• Manage and own the daily monitoring routine including overnight alerts, sync statuses, webhook failures, chargeback and negative balance alerts, and third-party status. Investigate exceptions proactively before customer reports.
• Participate in incident management by assisting in investigations, diagnostics, maintaining timelines, and supporting communications during live incidents, contributing to blameless post-mortem reviews with tracked action items.
• Administer identity and access management tasks related to onboarding, offboarding, and permission changes across Google Workspace, Microsoft 365, and Azure Entra ID. Manage access rights for internal tools and customer portals.
• Maintain and improve support tools like Jira Service Management and HelpScout to streamline ticket handling by Customer Success and ensure documentation such as runbooks and standard operating procedures are accurate and up to date.
• Support Compliance and vendor interactions through technical assistance for transaction monitoring, rules engine validation, and coordination with banking and payment partners.

Required Skills and Experience

• Over three years of experience in technical support, application support, IT operations, or site reliability engineering, preferably within fintech, payments, banking, or similar regulated sectors.
• Proficient in writing SQL queries for production databases involving joins, filters, and schema exploration to investigate unique issues.
• Experienced in analyzing logs using structured logging or observability platforms such as Seq, Kibana, Datadog, Splunk, or Azure Monitor.
• Comfortable reading application configuration files and code to trace logging origins; developer-level coding is not required but codebase familiarity is essential.
• Knowledge in managing user lifecycle and permissions with Google Workspace, Microsoft 365 or equivalent identity solutions.
• Strong verbal and written communication skills in English to relay technical findings to non-technical colleagues and prepare customer-facing explanations.
• Ability to remain composed and organized under pressure, maintaining accurate records throughout incident management.
• Self-motivated and capable of prioritizing tasks independently, often working without direct supervision on complex issues.

Preferred Qualifications

• Familiarity with payment systems such as SEPA, SEPA Instant, SWIFT, Direct Debit, card acquiring, and reconciliation processes.
• Experience in regulated environments with operational resilience and incident reporting obligations such as DORA or PSD2 regulations.
• Exposure to open banking or accounting integrations like Xero.
• Administrative skills with Jira Service Management and HelpScout including workflow and permissions configuration.
• Basic scripting skills in Python or PowerShell for automation and reporting purposes.
• Knowledge of Azure environments, Intune endpoint management, or certifications related to ISO 27001 / PCI-DSS.

Time Allocation (Typical Month)

• Technical investigations and support: 40%
• Monitoring and incident management: 20%
• Identity, access control, and internal IT: 15%
• Tooling, documentation, and continuous improvement: 15%
• Routine account and permission maintenance: 10%

Success Milestones

• Within 30 days: Conduct end-to-end investigations on payment issues and independently manage the daily monitoring routine.
• Within 90 days: Ensure all tickets from Customer Success and Compliance receive a timely first response within the working day; enable Customer Success to independently track tickets; support at least one live incident.
• Within 6 months: Reduce recurrence of repeated issues through effective fixes and documentation; ensure seamless coverage by a designated colleague using your documentation.

Working Conditions

• Full-time permanent position based in Dublin with hybrid working arrangements.
• Core hours aligned with Irish business hours, reflecting peak demand periods.
• Occasional work beyond standard hours during critical incidents with ongoing efforts to establish shared on-call coverage.

Why Join?

• This role offers comprehensive ownership over the platform’s operational behavior in production, spanning payments, observability, identity management, and incident support with the opportunity to enhance and document processes in a fast-paced but under-resourced environment.
• Work in a compact, customer-focused team with clarity on roles and responsibilities.