Support Engineer

Support Engineer

Leanpay is a 10-year-old Fintech product company, fulfilling a mission to enable consumers to pay for any product or service in installments in any shop and in any channel with only a few clicks. Leanpay assures immediate response, no worries about paperwork, no waiting or separate trips to the bank, and no need for a credit card or other financial product onboarding.

Currently, Leanpay is a dPOSF leader in Slovenia and based on a successful Series A funding round, in 2022 Leanpay continued its internationalization and growth into Romania.

Our IT team is located in Serbia, mostly in Belgrade. Although we are growing month by month, we try to preserve the benefits of working in a smaller team - flexibility, informality, openness and knowledge sharing.

About the role

Behind every checkout, credit decision and repayment there’s a stack of services, integrations and data, and when something doesn’t behave as expected, our Technical Support team is the one that finds out why. As the part of this team, Support Engineer sits between customers, merchants, Back Office, Product and Engineering - traces issues through production logs, query live databases to understand what happened to an application or payment, and turn messy symptoms into clear, actionable escalations for engineering. Technical Support team also builds their own tools: dashboards, automated reports and Jira automations that make the team faster every month.

What you’ll do:

• Handle and resolve L1 tickets in Jira Service Management for the Slovenian and Romanian markets, within defined SLAs;
• Investigate issues across checkout, credit scoring, payments and customer accounts using SQL and application logs (GCP);
• Reproduce problems, identify patterns and document root causes;
• Escalate well-structured cases to engineering and follow them through to release and confirmation;
• Work with external integrations (credit bureaus, banks, SMS/OTP providers, tax authorities) when something breaks between systems;
• Contribute to runbooks and knowledge base articles in Confluence;
• Spot repetitive work and help us automate it.

What we’re looking for:

• A BS or high school degree in Information Technology, Computer Science, or equivalent;
• 1+ years of experience in technical support or a similar role;
• Solid SQL basics: you can write joins and filters and aren’t afraid of a production schema;
• Understanding of how web apps and APIs work (HTTP, status codes, JSON, request/response);
• Comfort reading logs and following a request through a system;
• Analytical mindset: you’d rather find out why than just close the ticket;
• Excellent written and verbal communication skills;
• Proficient in English.

Nice to have:

• Experience with Jira / Jira Service Management or Confluence;
• Exposure to cloud logging (GCP, Azure);
• Some scripting (JavaScript/Node.js, Python, Bash);
• Interest in fintech, lending or payments.

What we offer:

• A clear career path within the team to more senior roles;
• Real production exposure from day one, with structured onboarding and mentoring;
• A small, hands-on team where your input visibly shapes how we work;
• Hybrid work from our Belgrade office;
• 25 days of annual vacation;
• Lunch in the office;
• Private medical insurance;
• Annual 5 days of 100% paid sick leave.

If you feel this job fits you perfectly, we suggest you apply. Shortlisted candidates will be contacted.