Customer support engineer $1000-2000 Offline

Customer (Tier1) Support Engineer

Requirements:

- Upper-intermediate/Advanced English skills (written, spoken, ability to read and understand technical documentation);

- Excellent communication skills, being able to give calm and concise explanations to non-tech audience.

- Willingness to learn and adapt to frequent customer workflow changes.

- Research and problem diagnostics skills.

- Poweruser IT and networking knowledge (on the level of Junior Helpdesk/Servicedesk/Sysadmin position).

- Ability to read and understand technical system error logs (JSON, Kibana).

- Communication availability outside of regular working hours.

- Highly desirable:

- Work experience with Grafana, Kibana, Jira, Confluence.

- Knowledge and understanding of financial trading concepts.

- Responsibilities:

- Rapid response when an incident is reported, prompt and informative communication with the VIP customers across the globe.

- Compensated on-call duty outside of regular working hours (~9 hours per week).

- Investigating incidents, collecting and processing data, evidence and statistics for proper incident documentation and/or escalation.

- Estimating the impact and priority of incidents that occur, informing and cooperating with development team to help resolve high-impact incidents.

- Diagnosing and resolving minor incidents and clarifying product usage issues for non-tech customers.

Benefits we offer:

- Healthcare program (After trial period of 3 month)

- Paid vacation (20 business days), and sick leaves (100% coverage)

- Employee referral program

- Educational programs

- Out of office team building activities

Anastasiia Usyk

HR Manager