Backend Developer with L2 Customer Support

REMOTE | UK TIMEZONE | FULL TIME

The role

Join a distributed software team supporting a financial technology platform used in a customer-managed, on-premises environment. This is a development-first role: most working time is spent delivering backend (and, where needed, frontend) changes. When a customer incident arises during the coverage window, resolving it becomes the immediate priority. You will work independently across time zones, partnering with customer technical teams and coordinating with the internal team during overlap.

Working pattern

·         Regular coverage: Monday to Friday, approximately 00:00-08:00 GMT.

·         Initial onboarding: approximately 04:00-12:00 GMT for the first two weeks to overlap with the team.

·         Work independently during the shift, with planned overlap and handover with the existing team.

What you will do

·         Technical Strength: Deliver backend and related frontend work using Java, Spring Boot, APIs, MongoDB and, where applicable, Angular or Kafka, Kubernetes. Take ownership of assigned JIRA tasks and move work forward independently.

·         Provide L2 customer support: Respond to technical incidents raised through Zoho Desk, email, chat or calls during the coverage window. Triage issues, investigate symptoms and provide timely, practical updates.

·         Diagnose and resolve problems: Use logs, database and system evidence to identify root causes, recommend workarounds and coordinate durable fixes with developers and support colleagues.

·         Guide evidence gathering: Work directly with customer technical users to request and explain the diagnostic data needed for investigation, including clear next steps and checks.

·         Troubleshoot customer environments: Apply working knowledge of on-premises infrastructure, including load balancers, queues and clustering, alongside application and database troubleshooting.

·         Communicate and document: Keep customer and internal stakeholders informed in clear English; record investigation, findings and follow-up actions in support and task-management tools; collaborate through Microsoft Teams.

What you bring

·         At least 2 years of backend software development experience.

·         Strong hands-on Java and Spring Boot experience.

·         Practical MongoDB experience, ideally supporting a production system.

·         Strong analytical troubleshooting and problem-solving skills, including incident investigation and root-cause analysis.

·         Ability to guide technical users through collecting useful logs, data and other diagnostic evidence.

·         Good understanding of on-premises IT environments, including load balancing, queues and clustering.

·         Ability to work independently and remotely, manage L2 tickets and prioritize incident response alongside development work.

·         Fluent English (C1 or equivalent) and confidence communicating clearly with customer technical teams.

·         A calm, friendly, pragmatic and customer-minded approach, particularly during incidents.

Helpful Essential – Preferable

Kafka; Groovy scripting; Kubernetes, OpenShift or similar container platforms; performance tuning; Angular, TypeScript, HTML or CSS; and familiarity with financial derivatives.

Tools and collaboration

JIRA for development tasks, Zoho Desk for customer support tickets, and Microsoft Teams for internal communication. Customer contact may be by email, chat or incoming call. Equipment and access arrangements will be confirmed during onboarding.