Digital Platform Operations/SRE & Technical Support Engineer (Try&Hire) - Permanent

Our client, a fast-growing Luxembourg fintech, is looking for a Platform Operations & Technical Support Engineer who blends hands-on technical expertise with operational excellence and leadership. Sitting at the crossroads of customer support and platform operations, you'll solve complex technical challenges, drive incidents to resolution, and help keep business-critical digital services reliable and seamless for clients across Europe.

You'll be the primary Level 2 escalation point for customer-facing platforms — investigating issues, troubleshooting complex configurations, and owning incidents end to end. Alongside the Head of Client Operations, you'll also help organise and coach the team, acting as their deputy and fostering a culture of ownership, collaboration, and continuous improvement. You'll work closely with Client Services and partner with Architecture, DevOps, Infrastructure, and Development teams to strengthen platform reliability.

• Act as the primary Level 2 escalation point for customer-facing incidents and technical issues, in daily contact with clients.

• Coordinate incident response, lead root-cause analysis, and drive corrective actions through to closure.

• Oversee daily platform operations, ensuring the availability, performance, and reliability of production environments.

• Monitor platform health using observability tools; analyse system and application metrics for troubleshooting, performance tuning, and capacity planning.

• Participate in the on-call rotation to maintain high service availability.

• Lead, coach, and coordinate a team of IT Operations Specialists — balancing workloads, setting priorities, and supporting their day-to-day work and professional growth.

• Enhance monitoring, alerting, logging, and automation to improve scalability and time-to-market.

• Contribute to platform evolution, infrastructure planning, SLOs, and operational KPIs.