📍 Job Overview

• Job Title: Level 2 Support Supervisor
• Company: EveryPay (Skroutz)
• Location: Athens, Attica, Greece
• Job Type: Hybrid (On-site & Remote)
• Category: Technical Support & Operations
• Date Posted: July 30, 2025
• Experience Level: Mid-Senior level (5-10 years)
• Remote Status: Hybrid (On-site & Remote)

🚀 Role Summary

EveryPay is seeking an experienced and hands-on Production Support Supervisor to lead its support function across Production, Production Incident Management, QA/UAT, and Operational Testing. This role sits at the core of EveryPay's uptime and service quality, driving day-to-day production readiness, and coordinating across various teams to ensure platforms operate with resilience, accuracy, and compliance.

📝 Enhancement Note: This role requires a strong technical background in production support, with experience in leading teams and managing real-time issues. Familiarity with FinTech, PSP, or e-commerce environments is a significant advantage.

💻 Primary Responsibilities

• Team Leadership: Lead and manage the Production Support team, including L2/L3 analysts, QA testers, and reconciliation specialists.
• Incident Management: Ensure prompt investigation and resolution of incidents and service interruptions in collaboration with Engineering and SRE.
• Release Validation: Own and evolve the production release validation process, including UAT sign-offs and regression test cycles.
• Reconciliation: Supervise and improve transaction and payout reconciliation flows with banking and scheme partners.
• Monitoring & Reporting: Monitor key platform metrics and report on SLAs and KPIs to senior stakeholders.
• Root Cause Analysis: Coordinate root cause analysis and implement corrective/preventative actions.
• Collaboration: Collaborate with InfoSec and Compliance for traceability, audit readiness, and log analysis.
• Process Improvement: Continuously enhance monitoring, alerting, and incident response procedures.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Computer Science, or a related field; a Master’s degree or MBA is considered a plus.

Experience: 5+ years of experience in Production Support, QA, or Technical Operations roles, ideally within a FinTech, PSP, or e-commerce context. Proven experience in leading technical teams or supervising multi-role squads.

Required Skills:

• Strong understanding of production monitoring and incident resolution practices.
• Solid knowledge of SQL and comfort working with transactional or financial data.
• Familiarity with observability tools (e.g., Grafana, Kibana, ELK), ticketing systems (e.g., Jira), and QA tooling.
• Prior exposure to payments, EMIs, PSD2, or regulated financial environments is a strong advantage.
• Calm under pressure and highly organized in incident triage and stakeholder communication.
• Process-oriented mindset with a desire to continuously improve runbooks and handoffs.
• Excellent communication and coordination skills across technical and non-technical stakeholders.
• A team-first leader who motivates and supports their team while ensuring accountability.

Preferred Skills:

• Experience with payments, EMIs, PSD2, or regulated financial environments.
• Familiarity with e-commerce platforms and marketplaces.

📊 Web Portfolio & Project Requirements

As this role focuses on team leadership and process improvement rather than individual project delivery, a portfolio is not explicitly required. However, demonstrating relevant experience through case studies, success stories, or testimonials from previous colleagues can strengthen your application.

💵 Compensation & Benefits

Salary Range: €45,000 - €65,000 per year (Estimated based on market research for mid-senior level technical support roles in Athens, Greece)

Benefits:

• Competitive full-time salary.
• Private Family Medical Plan.
• Monthly meal allowance.
• Learning and development programs and access to relevant resources.
• Flexible hybrid model of work (2-3 days on-site, rest remote).
• Free Skroutz Plus subscription.
• Free wellness subscription.

🎯 Team & Company Context

🏢 Company Culture

Industry: EveryPay is a FinTech company specializing in digital financial infrastructure for e-commerce in Greece, empowering marketplaces and merchants to thrive.

Company Size: Medium-sized team with a focus on collaboration, innovation, and continuous improvement.

Founded: 2019 (as a subsidiary of Skroutz Group).

Team Structure:

• Cross-functional teams working on various aspects of the payments platform.
• Collaborative environment with regular stand-ups, sprint planning, and retrospectives.
• Strong focus on customer-centric design and user experience.

Development Methodology:

• Agile/Scrum methodologies with bi-weekly sprints.
• Code reviews, testing, and quality assurance practices.
• CI/CD pipelines and automated deployment strategies.

Company Website: https://everypay.gr/

📝 Enhancement Note: EveryPay values a culture of empowerment, teamwork, risk management, and getting things done. This role requires a strong technical background and the ability to thrive in a dynamic, fast-paced environment.

📈 Career & Growth Analysis

Technical Impact: This role has a significant influence on EveryPay's uptime, service quality, and customer satisfaction. The ideal candidate will drive continuous improvement in production readiness, incident response, and platform resilience.

Growth Opportunities:

• Technical Growth: Deepen your expertise in production support, incident management, and process improvement within the FinTech industry.
• Leadership Growth: Develop your leadership and team management skills by guiding a cross-functional team through complex technical challenges.
• Career Progression: With proven success in this role, you may progress to a senior technical leadership position or move into a related field, such as IT operations management or technical project management.

📝 Enhancement Note: EveryPay offers a dynamic work environment with ample opportunities for professional growth and development. This role is well-suited for an experienced technical professional seeking to make a significant impact on a growing FinTech company.

🌐 Work Environment

Office Type: Modern, collaborative workspace with dedicated areas for team meetings, brainstorming sessions, and relaxation.

Office Location(s): Athens, Greece.

Workspace Context:

• Collaboration: Open-plan office layout encouraging interaction and collaboration among team members.
• Work Tools: Access to relevant tools, software, and resources to perform your job effectively.
• Flexible Working: Hybrid work arrangement with a mix of on-site and remote work.

Work Schedule: Standard full-time working hours with flexibility for deployment windows, maintenance, and project deadlines.

📝 Enhancement Note: EveryPay's hybrid work model offers the best of both worlds – the structure and collaboration of an on-site office environment, combined with the flexibility and convenience of remote work.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to discuss your background, experience, and motivation for the role.
2. Technical Deep Dive: A detailed discussion of your technical skills, experience, and problem-solving approach related to production support and incident management.
3. Case Study/Scenario-Based Interview: A hands-on exercise or scenario-based discussion to assess your ability to manage real-time issues, coordinate testing, and improve platform resilience.
4. Final Interview: A conversation with senior leadership to discuss your cultural fit, career aspirations, and next steps.

Portfolio Review Tips: While not explicitly required, demonstrating relevant experience through case studies, success stories, or testimonials from previous colleagues can strengthen your application.

Technical Challenge Preparation:

• Brush up on your SQL skills and familiarity with observability tools, ticketing systems, and QA tooling.
• Review your experience with incident management, production monitoring, and process improvement.
• Prepare examples of your leadership style, team management approach, and stakeholder communication skills.

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

• Technical Skills: Production Support, Incident Management, QA Testing, Technical Operations, SQL, Observability Tools, Ticketing Systems, Payments, EMIs, PSD2, Regulated Financial Environments, Process Improvement.
• Soft Skills: Leadership, Team Management, Communication, Stakeholder Management, Problem-Solving, Adaptability, Attention to Detail.
• Industry Terms: FinTech, PSP, E-commerce, Marketplaces, Merchants, Digital Financial Infrastructure, Regulated Financial Services, Customer Operations.

🛠 Technology Stack & Web Infrastructure

As this role focuses on production support and incident management rather than software development, a detailed technology stack is not explicitly required. However, familiarity with the following technologies is beneficial:

• Observability Tools: Grafana, Kibana, ELK Stack.
• Ticketing Systems: Jira, ServiceNow, or similar platforms.
• QA Tooling: Selenium, TestRail, or similar tools.
• Databases: SQL, PostgreSQL, or similar relational databases.
• Programming Languages: Python, Bash, or similar scripting languages.
• Infrastructure Tools: Terraform, Ansible, or similar infrastructure as code (IaC) tools.
• Cloud Platforms: AWS, Google Cloud Platform, or Microsoft Azure.

📝 Enhancement Note: Familiarity with the above technologies is not strictly required but can provide a competitive advantage in the application process.

👥 Team Culture & Values

EveryPay's Values:

• Empower Customers: Focus on customer-centric design and user experience to drive platform adoption and satisfaction.
• Work as a Team Together: Foster a collaborative environment that encourages knowledge sharing, technical mentoring, and continuous learning.
• Manage Risk: Implement robust risk management practices to ensure platform security, compliance, and resilience.
• Get Stuff Done: Deliver results and continuously improve processes to drive business growth and success.

Collaboration Style:

• Cross-functional Integration: Work closely with various teams, including Engineering, Product, Infrastructure, Compliance, and Customer Operations.
• Code Review Culture: Encourage peer-to-peer learning, knowledge sharing, and continuous improvement.
• Knowledge Sharing: Regularly share updates, best practices, and lessons learned across the organization to drive collective growth and success.

📝 Enhancement Note: EveryPay's values and collaboration style create a dynamic, innovative, and customer-focused work environment. This role requires a strong technical background and the ability to thrive in a fast-paced, collaborative environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing real-time incidents and service interruptions across a complex, high-availability payments platform.
• Coordinating testing and pre-release validation for new features and updates while minimizing downtime and disruption.
• Improving transaction and payout reconciliation flows with banking and scheme partners to ensure accurate and timely settlement.
• Enhancing monitoring and alerting practices to proactively identify and mitigate potential issues before they impact customers.
• Collaborating with InfoSec and Compliance teams to ensure platform security, data privacy, and regulatory compliance.

Learning & Development Opportunities:

• Technical Skill Development: Deepen your expertise in production support, incident management, and process improvement within the FinTech industry.
• Leadership Development: Develop your leadership and team management skills by guiding a cross-functional team through complex technical challenges.
• Emerging Technologies: Stay up-to-date with the latest trends and best practices in FinTech, payments, and digital financial infrastructure.
• Industry Events & Conferences: Attend relevant industry events, conferences, and webinars to expand your network and knowledge.
• Mentorship & Coaching: Seek mentorship and coaching opportunities from experienced professionals within and outside your organization to accelerate your growth and development.

📝 Enhancement Note: EveryPay offers a dynamic work environment with ample opportunities for professional growth and development. This role is well-suited for an experienced technical professional seeking to make a significant impact on a growing FinTech company while continuously expanding their skillset and career prospects.

💡 Interview Preparation

Technical Questions:

1. Production Monitoring: Describe your experience with production monitoring tools and practices. How have you used them to proactively identify and mitigate potential issues?
2. Incident Management: Walk us through a complex incident you've managed in the past. How did you approach the situation, and what was the outcome?
3. Process Improvement: Share an example of a process improvement initiative you've led or contributed to. What was the result, and what did you learn from the experience?
4. Team Leadership: Describe your approach to leading and managing a cross-functional team. How do you motivate and support your team members while ensuring accountability?

Company & Culture Questions:

1. EveryPay's Mission: How do you align with EveryPay's mission to build the digital financial infrastructure that underpins e-commerce in Greece?
2. Teamwork: How do you approach collaboration and knowledge sharing within a cross-functional team environment?
3. Customer Focus: How do you ensure that EveryPay's platforms and services meet the needs and expectations of our customers?

Portfolio Presentation Strategy:

• Case Studies: Prepare detailed case studies highlighting your experience with production support, incident management, and process improvement.
• Success Stories: Share success stories demonstrating your ability to drive results and make a significant impact on platform uptime, service quality, and customer satisfaction.
• Testimonials: Include testimonials from previous colleagues or managers that speak to your technical expertise, leadership skills, and cultural fit.

📝 Enhancement Note: EveryPay's interview process is designed to assess your technical skills, leadership potential, and cultural fit. By preparing thoroughly and demonstrating your relevant experience, you'll increase your chances of success in the interview process.

📌 Application Steps

To apply for this Level 2 Support Supervisor position at EveryPay (Skroutz):

1. Customize Your CV: Tailor your CV to highlight your relevant experience with production support, incident management, and process improvement within the FinTech, PSP, or e-commerce context.
2. Prepare Your Portfolio: While not explicitly required, demonstrating relevant experience through case studies, success stories, or testimonials from previous colleagues can strengthen your application.
3. Research EveryPay: Familiarize yourself with EveryPay's mission, values, and culture to ensure a strong fit and alignment with your career goals.
4. Prepare for the Interview: Brush up on your technical skills, leadership approach, and be ready to discuss your relevant experience in detail.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.