Customer support engineer (offline) $1000-2000

Customer (Tier1) Support Engineer

- 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

About Protonixltd

Protonix is an agile technology company focused on providing innovative end-to-end SaaS solutions to CFD brokers. Our high-tech software supports the full suite of brokers needs, enabling businesses to operate more effectively and offer their customers and intuitive, reliable, action-driven platform that facilitates and drivers trading.

Company website:

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  • Category: Data Engineer
  • English: Upper-Intermediate
  • 1 year of experience
  • Domain: SaaS
  • Full Remote
  • Product
  • Ukraine