Monitoring Support Specialist – Remote-First

 Be part of a movement to change the way Europe pays  

In today’s digital Europe, payments still feel too complicated. Random delays, confusing rules, extra apps and accounts make it harder than it should be to pay and get paid.

The European Payments Initiative is changing that with Wero, a proudly European digital wallet to make payments easier, clearer and more secure. Online, in store, at home and across borders, with your money and data protected under European laws and regulations.

Wero is live in Belgium, France and Germany and launching very soon in Luxembourg and the Netherlands. Backed by 16 major banks and the two largest European acquirers, we’re building a brand new, proudly European payment system. Why not join us?

  What's in it for you  

 At EPI, we are on a mission to build and deliver a meaningful European payment solution 

that strengthens the European payment ecosystem. Acting as both bridge and builder, we aim to create a secure, innovative, and unified payment experience for consumers across Europe. This is your chance to join a transparent, collaborative, and open-minded organization that adapts to change and strives for excellence. 

If you’re passionate about payments, thrive in technical problem-solving, and want to 

make a positive impact daily, then this role is for you. 

At EPI, we embrace a remote-first culture, enabling our teams to work remotely from the country they are based in, with in-person meetings at least once a quarter to foster collaboration and connection. 

About the team  

You will be the ninth member of Monitoring Support, led by Michael who has impressive experience as a software engineer, technical support engineer and Head of Customer Deliver at Mambu. 

 Your impact  

• Proactively monitor systems to ensure seamless uptime and minimize disruptions 

• Rapidly resolve incidents to maintain platform stability and customer trust 

• Orchestrate major incident management across cross-functional teams 

• Conduct root cause analyses and post-mortems to drive continuous improvement 

• Document incidents and resolutions clearly to prevent recurring issues 

• Building Monitoring Dashboards, metrics, alerts and optimising alerts. 

• Collaborate closely with Product, Engineering, and SRE teams to align technical operations with business needs 

• Contribute to building a trusted, innovative, and sovereign European payment solution by reducing reliance on non-European networks 

• You will be a part of 24X7 on-call and weekend support

 Technology stack  

• Backend:  Java stack/Kotlin with MySQL 

• Monitoring and log analysis:  Datadog 

• Analytics:  Databricks and Tableau 

 To succeed, you should meet at least 90% of these requirements: 

• Experience:  4-10 years in technical/platform monitoring support Engineering, preferably in FinTech or Payments. 

• Education:  Bachelor's degree in computer science, IT, or related field (Master’s a 

  plus). 

• API Skills:  Hands-on with APIs, performance monitoring (API SLOs), debugging, and troubleshooting is non-negotiable. 

• Monitoring & Logging:  Experience with Datadog (or equivalent), log analysis, alerting, and proactive issue detection. Must be able to build dashboards, understand metrics, and ability to set up and optimize alerts. 

• Incident Management:  Strong knowledge of ITIL standards and best practices in managing major incidents. 

• Ticketing & Reporting:  Hands-on with Jira (dashboards, filters) and reporting tools such as Databricks (executing SQL queries and building dashboards) 

• Problem-Solving:  Strong analytical skills, thrives in high-pressure and time-sensitive environments. 

• Communication:  Excellent interpersonal skills, able to simplify complex technical issues for non-technical stakeholders. 

• Software & Coding:  Solid understanding of the software development lifecycle (SDLC) with hands-on experience in debugging code (preferably Java). Familiarity with coding best practices, CI/CD pipelines, and release processes, enabling effective collaboration with development teams and faster resolution of technical issues. 

• Flexibility:  Experience with 24x7 rotational shifts and on-call support. No 9 to 5 mentality.  

• Industry Knowledge:  Payments/Fintech experience is a strong advantage (understanding transaction flows, payment gateways, fraud monitoring, settlement, reconciliation, compliance). 

• Languages:  Fluent in English (CEFR C1 or C2); French, German, Dutch, or other European languages are a plus 

If this looks like you, the recruitment steps are:  

• A first call with one of our recruiters 

• A tech assessment to do at home 

• A technical interview with our Team lead and a future colleague

• A final interview with our COO and Head of Monitoring & Customer Support

• Hopefully, an offer you can’t refuse 

Turn back if …  

• You’re looking for an already highly structured environment with no ambiguity 

• You're a first line/IT support 

What we can offer

• Remote-first culture with quarterly and annual all-staff in-person meetups to keep teams connected and collaborative

• Possibility to work from another EU country for up to 3 months per year

• Competitive compensation package, featuring salary, performance-based bonus, and a thoughtfully designed, high-quality benefits program

• The opportunity to be part of a multicultural European company

• Learning & development budget: €5,000 training budget per year

Otherwise apply! 

Our commitment to equal employment opportunities  

EPI offers the same job opportunities to all, without distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. EPI promotes the development of an inclusive work environment that mirrors the diversity of the clients our product is serving.