L1 Support Technician

As a Level 1 Support Technician, you will work in a team, monitoring the payments hub, at Infrastructure, application and system level, triaging and escalating incidents raised to the L1 Team.

We need someone like you to help us in different fronts:

• To be the first point of contact for customers reporting incidents.

• To be able to do a first impact analysis of an incoming alert or a raised issue and do a triage based on said analysis.

• To document, track, and monitor requests to ensure a timely resolution of all inquiries.

• To actively monitor the PagoNXT Payments Hub environment, using the tools provided.

• To support deployment activity in order to ensure deployments are carried out with no harm done to the production environment. (we are the first line of defense of the production environment)

• To carry out periodic systems checks, noting results in the required way.

• To suggest improvements to processes, routines, and runbooks to improve efficiency.

Do you have experience in Time management?, * 2+ years of experience

• Experience with monitoring and ticketing tools

• Experience of working in IT Operations / SRE

• Experience working as a L1 (or higher) Support Technician

• High level of English and Spanish as he/she must be able to communicate in both languages.

What can earn you extra points

• Analytical mindset, being able to investigate a reported issue with or without a step-by-step guide.

• Ability to work at a high pace and be able to change tasks based on priorities.

• Proactive in acquiring the knowledge necessary to perform their tasks, real willingness to learn.

• Proactive personality, but also knowing how to act in a critical situation without panicking (reactive when needed).

• Customer service skills

• Ability to work as part of a team and collaborate effectively.

• Excellent communication and interpersonal skills

• Exceptional organization and time management abilities.

• Strong problem-solving skills.

Desired education or knowledge

• Administration of Networked Computer Systems (ASIR)

• Multiplatform Application Development (DAM)

• If possible, minimum knowledge of payments industry

• Tools: AWS, Dynatrace, Elastic Kibana

• Ticketing tools: Service Now, Jira, etc.

• ITIL certification or ITSM best practices knowledge

Pulled from the full job description

• Dental insurance
• Life insurance, Medical insurance Dental insurance Wellhub Life insurance Annual healthcare Transportation allowance Meal voucher/food voucher Profit sharing program Access to self-development programmes Hybrid Collaborative environment: Successful candidate must be prepared to work 60% on site

PagoNxt Payments | Your talent drives our future PagoNxt Payments is Santander Group's global payments platform, focused on providing tailored financial infrastructure for companies, banks, and fintechs - both inside and outside the Santander ecosystem. With operations in over 10 countries, our mission is clear: to simplify payments and empower businesses through secure, flexible, data-driven technology. We operate on a cloud-native architecture designed to scale and adapt to the needs of global organizations. Our platform supports international transactions, FX, multi-currency accounts, regulatory compliance, and fraud prevention - all under a unified approach. PagoNxt Payments combines the agility of a fintech with the reliability of a global bank. With teams across Spain, Brazil, Mexico, Portugal, the UK, and Germany, we are building the future of payments at global scale. If you want to be part of the next generation of financial solutions - this is the place. Imagine your future. Care for your career. Simplify your journey. This means you'll have the opportunity to build impactful solutions, grow with real development opportunities, and thrive in a culture that values well-being, inclusion, and clarity. We combine flexibility, autonomy, and global collaboration - so you can focus on what matters, connect with purpose, and shape what's next. You'll find space to grow, real opportunities to lead, and a culture where everyone belongs and contributes.