Technical Support Engineer - Customer Support & Digital Finance Platforms

The POSITION | About YOU.

We are looking for a Technical Support Engineer to join our Operations team on a fixed-term contract of 18 months, with a real possibility of conversion to a permanent contract. Your primary focus will be customer-facing technical support — acting as the escalation point for our regulated digital finance platforms (KYC/AML, professional payments, bank compliance, regulatory APIs) — investigating incidents, troubleshooting across the full stack, and ensuring our clients get timely and effective resolutions. You will also contribute to platform operations on the side, helping to keep our production environment stable and available.

You will work closely with the Head of Customer Success & Delivery and partner with engineering, product and compliance teams. This is a role for someone who enjoys diagnostic work, takes responsibility for issues end-to-end, communicates clearly with clients, and is comfortable in a regulated environment where reliability matters.

The COMPANY | About US.

Finologee (www.finologee.com) is a Luxembourg-based FinTech and RegTech company that designs, hosts and operates data-exchange platforms for banks, asset servicing firms, insurers and other regulated institutions, as well as corporate entities. With a team of around 35 people, the company powers seamless operational data exchange across the financial ecosystem.

Our products centre on three pillars: BKO (Banking Orchestrator) — a SaaS platform for bank connectivity, streamlined data exchange and control; KYC Manager — Luxembourg's trusted SaaS regulatory compliance platform for client onboarding, workflows and operations; and Regulatory APIs — APIs and supporting services for banks and PSPs ensuring compliance across PSD3, CEDRS and VOP.

Finologee serves more than 100 banks and financial institutions, with user experience, engineering quality and regulatory compliance at the core. The company acts as a regulated services provider under a Support PFS licence supervised by the CSSF, is ISO/IEC 27001:2022 certified, SWIFT CSP certified, and provides a DORA-ready framework for operations run on behalf of its customers.

With us you will…

• Act as L2/L3 technical escalation point to resolve complex product and platform issues raised by internal teams, clients and proactive monitoring.

• Troubleshoot across the full technical stack (hardware, software, network, application), coordinate with the engineering team on prioritization and timely resolution.

• Support platform operations and contribute to platform stability, incident handling and SLA monitoring.

• Analyse and perform configuration changes on the application platform hosted on the hybrid cloud platform and perform application maintenance and regression testing to ensure platform stability and release quality.

• Contribute to system observability and supportability through monitoring, logging and incident analysis.

• Respond to service, product and technical questions from internal and external stakeholders, proactively assisting them to avoid or reduce problem occurrence.

• Contribute to internal documentation, runbooks and knowledge sharing within the Customer Success & Delivery and Operations teams.

What we expect from you…

Must have

• 3 to 5 years of experience in a technical support, customer success, or application support role.

• Education: Bachelor's or Master's degree in computer science, engineering or equivalent technical field.

• End-to-end accountability on the issues you take on, with a structured approach to incident management and troubleshooting under pressure, delivered with rigour.

• Comfort interacting directly with clients — explaining technical issues in plain language, managing expectations on resolution timelines, and following through until they are closed.

• Languages: good command of English, French is a plus.

• Being a European Union citizen or having a valid work permit for Luxembourg.

Nice to have

• Knowledge of KYC/AML, payments, or regulated financial sector environments.

• Experience working in a 24/7 service environment or with SLA-driven operations.

What success looks like…

Success in this role is measured by client satisfaction on the issues you handle, incident resolution time within SLA, the quality of the runbooks and post-incident reviews you contribute, and the smooth coordination with the engineering team on escalations.

In return you will get…

• An 18-month fixed-term contract with a real possibility of conversion to a permanent contract.

• The option of a hybrid work setup with up to 2 days of remote work per week.

• Lunch vouchers and free on-site parking (first come, first served).

• The opportunity to be part of one of the prime FinTech teams in Luxembourg, led by founders who have been building digital finance products for more than 20 years.

• Spacious and modern offices in the Leudelange business district, easily accessible by bus or car.

• A flat structure with direct exposure to decisions that matter, working closely with the Head of Customer Success & Delivery, the founders and the clients.

At Finologee, mindset matters more to us than any specific skill set on paper. We work in a space where regulation, technology and real customer needs meet every day — and what sets people apart here is how they show up:

• Genuine curiosity about the intersection of regulation, technology and customer needs, and the energy to dig into what you don't yet know.

• Real commitment to the team and the work, especially when things get hard.

• Initiative and judgement, whatever your title — in a team of 35, everyone gets to lead something.

If you recognise yourself here, we'd rather hear from you even if you don't tick every box.

Our hiring process…

Straightforward and respectful of your time:

• Step 1: Motivational interview with the Recruiter.

• Step 2: Technical interview with Carlo Maragliano, Head of Customer Success & Delivery.

• Step 3: Interview with the Head of HR.

• Step 4: Offer.

Should you not hear from us within 4 weeks, please consider that your application has been unsuccessful in this instance. For more information, please check our Job Applicant Privacy Notice (https://jobs.finologee.com/legal-information/).

People are at the very heart of our corporate culture, thus we believe in handling their recruitment ourselves. We do not deal with recruitment or staffing agencies, so please refrain from enquiring if you are one.