L3 Support Engineer

About the role

Credit+ is launching a mobile‑first digital bank in Morocco and needs a seasoned L3 Support Engineer to handle the most complex production issues. You will work closely with engineering teams to keep the platform reliable for millions of future customers.

Key responsibilities

• Investigate and resolve L3 escalations across mobile apps, backend services, payments and third‑party integrations.
• Perform root‑cause analysis using logs, dashboards and transaction tracing.
• Diagnose issues in card processing, KYC, notifications and other external services.
• Reproduce defects, write clear bug reports and hand them to engineering with precise diagnostics.
• Support incident response: triage, communicate status and drive resolution.
• Maintain runbooks and knowledge‑base articles to accelerate future troubleshooting.
• Monitor production health, improve alerts and dashboards, and participate in on‑call rotation.

Required profile

• Minimum 3 years of experience in technical or production support, SRE or a similar hands‑on role.
• Strong analytical mindset, structured troubleshooting approach and calmness under pressure.
• Clear written and spoken communication in English.
• Ownership mindset and ability to work independently.

Required skills

• Understanding of REST APIs, HTTP and JSON.
• Experience with log analysis and monitoring tools such as Kibana/Elastic or Grafana.
• Basic scripting in Python, Bash or JavaScript.
• Familiarity with cloud infrastructure, preferably AWS.
• Knowledge of card processing, payment reconciliation and fintech integrations.
• Awareness of banking security standards like PCI DSS.