Support Engineer (Technical Support)

About the role

Leanpay is a fintech company that lets consumers pay for products and services in installments in any shop and channel. Its IT team is based in Belgrade, Serbia, and the Support Engineer works in the Technical Support team, which investigates issues behind checkouts, credit decisions and repayments. The engineer acts as a bridge between customers, merchants, back office, product and engineering, turning symptoms into clear escalations.

Key responsibilities

• Handle and resolve Level 1 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 such as credit bureaus, banks, SMS/OTP providers and tax authorities when systems break.
• Contribute to runbooks and knowledge base articles in Confluence.
• Spot repetitive work and help automate it.

Required profile

• BS or high school degree in Information Technology, Computer Science or equivalent.
• 1+ years of experience in technical support or a similar role.
• Analytical mindset, excellent written and verbal communication, and proficiency in English.
• Nice to have: interest in fintech, lending or payments.

Required skills

• Solid SQL basics: writing joins and filters against production schemas.
• Understanding of web apps and APIs (HTTP, status codes, JSON, request/response).
• Nice to have: Jira / Jira Service Management or Confluence, cloud logging (GCP, Azure), some scripting (JavaScript/Node.js, Python, Bash).

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.
• Hybrid work from the Belgrade office.
• 25 days of annual vacation, lunch in the office, private medical insurance and 5 days of fully paid sick leave per year.