Application & Incident Support Specialist

AtEveryPay, we are on a mission to build the digital financial infrastructure that underpins e-commerce in Greece, empowering marketplaces and merchants to grow.

We are a team of enthusiastic people, driven by our values to Empower Customers, work as a Team Together, Manage Risk and Get Stuff Done.

We are proud to have built the payments layer connecting most Greek marketplaces and merchants with world-class schemes like Visa and Mastercard. We service most Greek marketplaces, including Greece’s largest and most successful marketplace, Skroutz. Our systems connect to thousands of banks in Greece and abroad. Our technology processes tens of thousands of transactions every day, representing billions of euros worth of e-commerce. If you have bought something online in Greece, chances are you have already used our payments product.

EveryPay is fully owned by the Skroutz Group of companies and is both a tech company and a regulated financial services institution. Therefore, you will be exposed to the world of the tech payments sector as well as the world of financial services.

The Role 

At EveryPay, reliability is a core part of our product. We're looking for anApplication & Incident Support Specialistto help ensure the stability, availability, and operational excellence of our payment platform. 

In this role, you will investigate production issues, coordinate incident response, and work closely with Engineering, Product, Infrastructure, Customer Operations, and internal teams to restore services quickly and prevent recurring problems. 

You'll combine technical troubleshooting with structured incident management, helping improve monitoring, operational processes, and service quality across the organization. 

Key Responsibilities 

• Investigate and troubleshoot production incidents across EveryPay's applications and payment services. 
• Act as a key contributor during incident response by performing technical analysis, coordinating investigations, and ensuring timely resolution. 
• Collaborate with Engineering, Infrastructure, Product, Customer Operations, and other stakeholders to coordinate incident resolution and maintain clear ownership throughout the incident lifecycle. 
• Perform log analysis, SQL investigations, API validation, and production data verification to identify the root cause of issues. 
• Support Root Cause Analysis (RCA) activities and ensure corrective and preventive actions are tracked through completion. 
• Maintain and improve operational documentation, including runbooks, troubleshooting guides, playbooks, and knowledge articles. 
• Contribute to monitoring improvements by identifying alerting gaps and proposing meaningful operational enhancements. 
• Serve as the Level 2 technical escalation point for issues raised by Customer Operations, KYC, Risk, Finance, and other internal teams. 
• Ensure incidents and support requests are properly classified, prioritized, documented, and escalated with sufficient technical evidence. 
• Support production releases by validating deployments, performing production verification, and monitoring applications after releases. 
• Identify recurring operational issues and recommend improvements to reduce manual effort and improve service quality. 

Requirements 

• 3–5+ years of experience in Application Support, Production Support, Technical Operations, Incident Management, or similar production-focused roles. 

• Strong analytical and troubleshooting skills with the ability to investigate production issues under pressure. 

• Experience working with: 
• Monitoring and observability platforms (Grafana, ELK/Kibana, CloudWatch, Loki, or similar) 
• Incident and ticket management tools (Jira, ServiceNow, or equivalent) 
• SQL for production investigations and transactional data analysis 
• REST APIs and API debugging tools (Postman or similar)  
• Good understanding of web applications, APIs, and client-server architectures. 

• Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders during incidents. 

• Strong ownership mindset with the ability to drive investigations through to resolution. 

• Ability to prioritize effectively in fast-paced production environments while managing multiple concurrent issues. 

• Process-oriented mindset with a focus on operational excellence and continuous improvement. 

Nice to Have 

• Experience in fintech, payments, banking, or other regulated environments.  

• Familiarity with payment APIs and transactional systems.  

• Experience with ITIL Incident, Problem, and Change Management practices.  

• Experience using monitoring and logging tools (Grafana, Kibana, ELK, etc.).  

• Experience supporting customer-facing production applications.

Why Join EveryPay?

• Shape thecore payments infrastructure of Greece
• Own ahigh-impact role directly tied to company growth and revenue
• Work at the intersection oftechnology, payments, and financial services
• Be part of a fast-growing, ambitious team within theSkroutz ecosystem

What's it like to work at EveryPay?

• Competitive full-time salary 💸
• Private Family Medical Plan 🏥
• Monthly meal allowance 🍽️
• Learning and development programs and access to relevant resources 📚
• A flexible hybrid model of work
• Free Skroutz Plus subscription ➕
• Free wellness subscription 🏋️‍♀️
• birthday leave
• Being part of an environment that gives employees large goals, autonomy, and mentoring, creating incredible opportunities, both for you and the company! 🪴

Disclaimer:

EveryPay collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any unauthorized third parties. Please read our Recruitment Privacy Policy below.

Recruitment Privacy Policy

The Company EVERYPAY PAYMENT SERVICES SINGLE MEMBER SOCIETE ANONYME (hereinafter referred to as "EVERYPAY") collects CVs and personal data in order to evaluate and select suitable candidates for potential employment.

In accordance with Regulation (EU) 2016/679 on the protection of personal data, EVERYPAY provides you with the following information regarding the collection and processing of your personal data.

1.     Data Collection

The  personal data we collect is voluntarily submitted to EVERYPAY by you and includes the information contained in your CV and any accompanying documents. This data may include: full name, contact phone number, e-mail address, educational and professional background, etc.

2.      Purpose

The data is processed solely for the purpose of evaluating your qualifications for potential employment withinEVERYPAY.

3.      Legal Basis

The legal basis for processing your personal data is your consent, which is provided upon submission of your CV.

4.      Data Recipients and Transfers

Your personal data will only be accessed by authorized personnel of EVERYPAY involved in the recruitment process. It will not be transferred to any third party or to any country outside the European Economic Area (EEA).

5.      Data Retention

In case you do not enter into an employment relationship with EVERYPAY, your personal data will be deleted permanently from our records, unless you have provided your consent to retain your CV for future opportunities. In that case, your data will be securely stored for up to two (2) years from the date of our last contact. EVERYPAY ensures that only authorized personnel have access to this data and that appropriate technical and organizational measures are in place to safeguard confidentiality and integrity.

6.      Your Rights

You have the right to:

·         Withdraw your consent at any time (without affecting the lawfulness of processing carried out before withdrawal)

·         Request access to your personal data

·         Request rectification or erasure of your data

·         Restrict or object to the processing of your data

·         Request data portability

·         Lodge a complaint with the Hellenic Data Protection Authority (www.dpa.gr)

To exercise these rights, you can contact us here: dpo@everypay.gr or at the address: Averof 34A, 14232, Nea Ionia, Athens for the attention of: Data Protection Officer.

CONSENT FOR THE PROCESSING OF PERSONAL DATA
By submitting your CV, you explicitly consent to the collection and processing of your personal data as described [above]. You may revoke this consent at any time, by contacting us at:dpo@everypay.gr.