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About Peak3Peak3 is an award-winning vertical SaaS provider, enabling more relevant, convenient, and affordable insurance protection for everyone through our technology and ingenuity. Together with our clients, we create a more resilient and innovative future.We combine insurance core, distribution, and AI solutions to deliver a step change in performance for insurers, MGAs, and insurance intermediaries. From greenfield embedded insurance ventures to multi-country core modernization programs, our SaaS solutions power top customers across Life, Health, and P&C insurance.Our 500+ colleagues are based across over 15 countries in Europe and Asia – with an ambitious roadmap to scale further. We have recently closed a US$35 million Series A fundraising and are backed by leading investors.Why Peak3Due to the rapid growth of the business, Peak3 is expanding its European operations, and we are looking for talents to strengthen our team, and work with us to bring innovation, digitalization and embedded insurance into the next stage of growth and transformation in the European markets. We offer a unique environment to strive, learn, grow, and deliver throughout a career path. You will be working with bright and like-minded people, collaborating in a global, inclusive, dynamic culture.We are currently looking for a Managed Services Engineer, located in Spain and proficient in English and French ready to join our regional European team. You will be working on diverse projects across Europe (and potentially beyond), with strong support from our teams.Your Role and TasksDaily manages software/infrastructure/security incidents and alerts the teams via internal ticketing systemTroubleshoots and resolves technical issues and other requests, ensuring fulfillment per defined customer SLA agreementProvides and manages direct communications with clients including information collection and analysis, issue triage, incident status reporting and issue resolution reporting via email or online meetingControls technical issue escalation from both internal and external stakeholders, and provides workarounds or resolutions to all of the received escalations in an agreed timeframeEscalates code level/bug fixes/complicated business workflows related issues to internal Peak3 Development teams, including project and our product team.Collaborates on customer service improvement initiatives, including environmental monitoring and alerting fine-tuning, incident management, knowledge management etc.Provides change management and implementation support to clients, including pre-go-live support, go-live support and disaster recovery planning and implementation.What you bring with youUp to 5 years of professional working experience, either as technical support or IT operations. Client facing support experience is preferred.Excellent written & verbal communication skills in English and FrenchStrong analytical, problem-solving, and interpersonal skills + the ability to work collaboratively in dynamic, cross-functional team environments across cultures and languagesBasic understanding of public cloud/Kubernetes & Docker & Micro services /Zabbix/Prometheus/Zabbix/Redis/Kibana etc. Linux/Backup/Network/DB is a plus.Good understanding of web applications, high level architecture, logical function workflows, interface integration and communication etc.Very good understanding of managed service-related processes, including SLAs, Event & Incident management, problem management, change and knowledge management, etc.Good understanding and experience of DR planning, testing and implementation.Good understanding of system and business access management, security risks and issues.What We OfferA hybrid and flexible working modelCompetitive salary and an annual performance-based bonusReferral bonus scheme and additional insuranceOpportunity to work in a global environment with teams from Europe and AsiaThe opportunity to fast track your career by working in a high-growth environment with ample learning and development opportunities as Peak3 and the European BU will continue to grow in the upcoming years
