IT Support Engineer

Leobit

format:Officecompany:Outsource

sql

splunkdatadogelastic stacknew relicazure devopsjira

englishB2

experience1+ years

domainFintech

locationLviv, Ukraine

> full description

Leobit’s customer is a privately owned full-service mortgage company headquartered in New Jersey, United States. The company can be recognized as the nation’s leading renovation and manufactured home lender with the main focus on simplifying the overall lending process. It helps homeowners, homebuyers, and mortgage professionals achieve their financing goals by delivering innovative mortgage solutions and flawless customer experience. The company’s services are not limited and provide uniquely differentiated products and technologies for its B2B and B2C mortgage transactions.

We are looking for a Production Support Engineer to join our team.

Requirements:

At least 1 year of working experience in a technical support role (L2/L3), QA or software development
Demonstrated ability to read and interpret application logs, stack traces, and exception dumps
Working familiarity with at least one programming language sufficient to read and follow source code (C# or JavaScript preferred)
Working understanding of SQL to investigate data-layer issues
Ability to correlate source code and requirements documents with observed runtime behavior to identify defect origins
Strong understanding of Agile processes and ticketing workflows
Ability to manage multiple tasks in a fast-paced environment, with strong problem-solving, critical thinking, and active listening skills
Availability to work 11:00–20:00 Kyiv time, with a mandatory 4-hour overlap (16:00–20:00 Kyiv) with the EST-based team
Experience with log aggregation and observability platforms (e.g., Splunk, Datadog, Elastic/Kibana, New Relic) (would be a plus)
Exposure to REST or SOAP APIs and ability to trace integration failures (would be a plus)
Familiarity with Azure DevOps or Jira (would be a plus)
Bachelor’s or Master’s degree in Computer Science or in “STEM” Majors (would be a plus)
Level of English: Upper-Intermediate (at least)

Responsibilities:

Receive second-tier technical escalations from first-tier support and take ownership through to resolution or qualified handoff
Analyze application logs, distributed traces, and stack dumps to identify the origin and nature of production issues
Cross-reference runtime behavior against requirements documentation and source code to distinguish bugs from misconfigurations
Reproduce production issues in non-production environments to support engineering handoffs
Write clear, evidence-backed bug reports and change orders so developers have everything needed to implement a fix
Interface directly with end-users and stakeholders to gather context, clarify symptoms, and communicate status updates
Monitor application health dashboards and alerting systems, responding proactively to anomalies
Validate software releases and hotfixes against reported production issues
Maintain and contribute to a knowledge base of known issues, diagnostic patterns, and system behavior documentation