Support Specialist – Fintech/ Crypto

About the Job

Hey! Nice to see you!

Let’s share our stories to get to know a bit better…. We are business and technology enthusiasts who are constantly hungry for new challenges, self and others and nothing motivates us more than great software products and happy customers.

At Incubly, we believe that great people want to work with great people, so we started to build such a company that will attract great minds and that we can achieve everything not feeling that we work, but just having fun….

Our mission is to support tech companies, and startups (scaleups) mainly, in fast and high-quality scale-up of their teams and boost their product development, testing and deployment; so we can succeed together.

We are currently working with a French company which is a leader in security and infrastructure solutions for cryptocurrencies and blockchain applications. It has a team of more than 400 professionals developing a variety of products and services to safeguard cryptocurrency assets, including worldwide leading hardware wallets.

As a Support Specialist, you will guide our fintech and crypto development teams. You’ll lead projects, mentor developers, and drive innovation within your speciality.

Your daily responsibilities

Provide 1st and 2nd Line Support:

• Act as the first point of contact managing the backlog of customer requests for users requiring assistance with Jira, NetSuite and other key business applications.
• Respond to support tickets using the Jira Service management ticketing systems in a timely and professional manner.
• Diagnose, troubleshoot, and resolve basic technical issues related to Jira, NetSuite, and other applications as necessary.
• Escalate and collaborate with 3rd line support on complex user issues as necessary so as to increase your technical knowledge and broaden the scope and efficiency of the ServiceDesk response to end users.

Jira Support:

• Assist users with Jira with project creation, issue tracking, project management, and workflows.
• Support users with Jira configurations, permission settings, and basic customization
• Support requests on filters and custom dashboards.

NetSuite Support:

• Provide support for NetSuite users, including assistance with dashboards, reporting, and basic system navigation.
• Handle basic troubleshooting related to NetSuite modules such as finance, CRM, and operations.
• Assist with user access management and configuration issues in NetSuite.

API Integration Development:

• Develop and maintain API integrations between Jira, NetSuite, and other systems to streamline workflows and improve data accuracy.
• Work with business stakeholders and technical counterparts to understand integration requirements and design effective solutions.
• Build, test, and deploy API integrations to automate processes, synchronize data, and enhance application functionality.
• Ensure secure and reliable data transfer between systems, adhering to best practices for API development.
• Collaborate with technical references for code reviews to improve knowledge and ensure appropriate solutions design.
• Document and maintain integration architecture, workflows, and associated technical specifications.
• Collaborate with other IT teams and vendors to troubleshoot integration issues and optimize system performance.

Collaboration with 3rd Line Support and Vendors:

• Collaborate with the 3rd-line support teams and developers on complex issues that require escalation.
• Liaise with external vendors or third parties for advanced technical support.

Documentation and Reporting:

• Create and manage user guides and FAQs for Jira, NetSuite, and other business applications.
• Maintain up-to-date documentation of common support issues, solutions, and API integration workflows.
• Support the team in generating reports and reviewing metrics for team KPIs
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We need you to have

• Previous experience in a 1st and 2nd line support role, with exposure to Jira, NetSuite, or other business applications.
• Hands-on experience developing and/or supporting API integrations.
• Proficiency with API technologies such as REST, SOAP, JSON, and XML.
• Understanding of Jira workflows, issue types, customizations, and integrations.
• Basic understanding of the functional components of an ERP.
• Strong English communication skills to interact with both technical and non-technical users.
• Strong problem-solving potential with demonstrated ability to investigate outside of existing knowledge to identify root causes and solutions.
• Ability to translate business requirements into technical solutions, especially for integrations.
• Experience creating technical documentation for integrations, workflows, and user support guides.
• Ability to work collaboratively in a fast-paced environment, liaising with internal teams and external vendors.
• SaaS applications administration experience including any certifications
• Experience working with cloud-based enterprise applications (e.g., CRM, ERP, ticketing systems, Project Management, collaboration platforms, and Identity management solutions) is desirable.
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Would be great if you have

• Curiosity and a strong desire to learn new tools, systems, and technologies.
• Previous Service Desk experience
• Methodology certifications including for example: ITIL, SAFe, AGILE, Scrum
• Familiarity with scripting languages (e.g., JavaScript, Python) and tools like Postman for API testing is a plus
• Basic French language skills
• The ability to work autonomously in a dynamic and agile environment
• A real sense of organization.
• Commitment to customer satisfaction.
• Strong work ethic with good time management skills.
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 Our Architecture and Technology Stack

• Atlassian: JIRA, Confluence
• NetSuite
• Okta
• REST/ SOAP/ JSON/ XML
• Postman
• Scripting: Python, Javascript, Groovy
• Scrum, Kanban, ITIL

Our offer

In addition to great company and challenging projects, we can offer much, much more:

• Knowledge sharing within our company
• Agile and friendly atmosphere, non-violent communication and full respect for diversity
• Possibility to choose from onsite (in Lodz, Poland) or hybrid work from our office in Łódź city centre
• Remuneration on employment agreement: 10.000 - 13.000 PLN gross per month
• Possibility to engage not only technically, but also have an impact on the small company culture