Technical Support Engineer - WealthTech Innovator - Velexa

About Velexa

Velexa is a leading WealthTech innovator, providing cutting-edge 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 "Start-up 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, fast-paced 24/5 Technical Support Team. This is an exciting opportunity to support cutting-edge 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, world-class service delivery.

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

Key Responsibilities:

• Provide high-level technical support and maintenance for Velexa’s trading software and services (front-end and back-end).
• 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 GMT+3), day (12:00 - 21:00 GMT+3), afternoon (15:00 - 00:00 GMT+3) or night shifts (00:00 - 08:00 GMT+3)

What We’re Looking For:

• Mandatory: At least 1 year of hands-on 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, solutions-oriented attitude with a strong ability to collaborate within a fast-paced team.
  

Bonus Points For:

• Experience in FinTech or similar high-tech 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, high-growth company.
• Collaborate: Join a diverse, expert team that values inclusivity, collaboration, and innovation.