Technical Support Lead (offline)

Jooble is a Ukrainian product IT company that ranks in the top 10 most visited websites in the world in the Jobs and Employment segment. The company's main product is a job search website, which is used by around 90 million users in 67 countries worldwide each month, both employers and job seekers. In addition, Jooble is developing an ecosystem of related products and investing in startups based on employment through Jooble Venture Lab.

"We believe that work is one of the main components of human life. Every year, our service is used by about 1 billion people, so your work in Jooble will affect the lives of hundreds of millions of people and help them make an important choice in life” - Roman Prokofiev, Сo-founder

Jooble is a remote-first company with 330+ professionals in our team who communicate in 29 different languages. We believe that talented people can create cool projects no matter where they are!

We are looking for a Technical Support Lead to work with our product - Jooble Job Aggregator.
This is the main product. We gather vacancies from 140,000 sources, including corporate websites, social networks, classifieds, and other resources. This product is available in 67 countries.
Our user is a job seeker whom we help find a relevant job opportunity.
Our client is the marketing manager from a job board whom we allow to attract job seekers.
Our partners` websites help us increase traffic volume by posting our vacancies/widgets. Users visit our website, while partners receive rewards.

Responsibilities:
- Team Leadership. Working with a team and building a collaborative and result-oriented culture in the team. Regularly work on developing each team member, providing feedback, and conducting training.
- Documentation & Knowledge Management. Providing support for a comprehensive knowledge base for the team. Overseeing the creation and updating of documentation for typical technical issues and solutions.
- Process Optimization.Continuous work and improvement of support processes to improve efficiency. Analysing data and performance indicators to focus on improvement areas and implementing the latest practices or adherence to operational procedures.
- Escalation Management.Building and implementing escalation procedures to resolve complex technical issues. Collaborate with cross-functional teams to ensure timely resolution of issues.
- Hands-on technical support tasks. Providing answers to technical and product questions, as well as solving technical problems that may arise from our partners or colleagues when working with B2B projects.

Requirements:
- 3+ years of experience as a Team Lead of Support Team.
- L2/L3 support team management experience.
- Good communication skills.
- Upper intermediate level of English.
- Work experience in the B2B segment.
Technical knowledge:
- Good knowledge of SQL
- Understanding how to work with monitoring systems and logs
- REST API
- HTML
Experience in programming is a plus.

What makes work at Jooble comfortable?
Work from anywhere
All employees can work in the office or remotely. Also, we have hubs and offices. Everyone who is abroad can visit our space in Warsaw. For those in Ukraine, you can visit offices in Kyiv, Lutsk and Uzhhorod. The company provides all the necessary work equipment, whether you work in the office or remotely.

Flexible working hours
The 8-hour working day and you choose when to start. What matters to us is the result, not the number of hours spent at the workplace.

Education
We cover the cost of training, courses, webinars

Healthcare
We provide health insurance for everyone who has worked for more than 3 months. For colleagues who are abroad, financial support is provided in case of medical expenses.

Mental Health
We are cooperating with the well-being service. It provides employees with psychological consultations or a 50% discount on different psychologists’ services.

Vacation and Sick Leave
24 days of annual leave, paid sick days, + the possibility to take 4 additional sick days without a medical certificate.

Our culture
There is always a fantastic team behind a successful project. We'd really like our people to feel that Jooble’s workplace promotes freedom, respect, support, and honesty. We always give feedback to each other, and we believe it helps us develop personally and our products in general.

Ukraine is the capital of great people!

From the first day of the war, Jooble actively supports and organises fundraisings. Our colleagues protect our country and volunteer what is, for sure, important efforts for Ukraine today.

If you see yourself in the job description and want to become a member of our team, please send us your CV, and our recruiter will reach you.

About Jooble

Jooble — is a global product-based IT company which operates in 67 countries. The company’s product is a job search website with more than 90M monthly users.

The company has been operating in the online recruitment market since 2006. In its — years of existence, the company has gone from a startup founded by two students to a global employment platform.

Today, Jooble is among the TOP-10 websites in the world in terms of traffic in the Jobs And Employment segment, according to SimilarWeb.

Jooble is a remote-first company. We believe that talented people can create cool projects no matter where they are. The company’s headquarters are located in Kyiv. Offices in Kyiv, Uzhgorod and Lutsk are available for employees to visit at any time they want.

Currently, there are 330 professionals in our team who communicate in 25 different languages.

Here are some exciting resources where you can find out more about our company:
Jooble’s history Ain.ua — https://ain.capital/2019/11/05/the-story-behind-jooble/

Everything about Jooble's team in a minute and a half :)
https://jooble.link/4C21

Company website:
https://hiring.jooble.org/

DOU company page:
https://jobs.dou.ua/companies/jooble/