Senior Customer Support Specialist (Incident Management) $ Offline

Genesis is an international IT company providing a full spectrum of services. With over 1,500 experts across 5 countries, we build products used by 200+ million unique users every month. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem includes 15+ companies and an investment fund.
 

EverHelp is a fast-growing outsourcing Customer Support company within the Genesis ecosystem. We launched in 2021, and in the past year alone, we have grown by 82%. Our team is safe, fully operational, and continues to expand, maintaining a Retention Rate of 90%+.

Our Position:

• We stand against war and unjust aggression.
• We evacuated our employees and their families from active war zones and provided housing and financial support.
• We supplied the entire team with power stations and backup batteries.
• We continue stable operations to support the future of Ukraine.

The vacancy is open due to the active growth of a high-load international B2B platform, which requires a dedicated specialist to own and build incident-management processes from the ground up.

Role Mission

To ensure uninterrupted out-of-hours operational support for a mission-critical trading platform. The first hired specialist will build and document the incident-management flow from scratch, respond to high-severity alerts, maintain stability, and prepare the foundation for scaling the support team.

Responsibilities:

• Monitor system alerts via Slack/Datadog at regular intervals (every 5–15 minutes).
• Handle inbound calls from platform participants experiencing login issues, access problems, or trading interruptions.
• Initiate and run the incident-management process for high-severity cases.
• Escalate issues to relevant internal teams (commercial, ops, tech).
• Maintain accurate notes, internal logs, and update the knowledge base.
• Create documentation, SOPs, and process guidelines for future hires.
• Build or refine the on-call schedule for multiple internal stakeholders.
• Participate in tool selection and configuration for monitoring and operational workflows.
• Prepare onboarding flow and materials for subsequent support agents.
• Ensure zero missed critical alerts and zero missed inbound calls.

 About You:

• 5+ years in Support, Operations, Incident Management, or similar technical support environments.
• Strong experience with monitoring tools (Datadog or similar).
• Hands-on experience with Jira Service Management, Confluence, CRM/ticketing systems (HubSpot or others).
• Excellent understanding of SaaS products and complex technical systems.
• English — C1+ (required).
• Exceptional attention to detail and reliability — missing alerts/calls is unacceptable.
• Calm and structured communication under pressure; ability to work with stressed or urgent clients.
• Highly proactive — able to propose improvements, not just execute tasks.
• Strong self-management and adaptability in environments without ready-made processes.
• Experience creating structured documentation, SOPs, or guides is a strong plus.
• Experience in energy, fintech, trading, or other complex technical industries is a plus.

Why EverHelp:

• Opportunity to build the entire incident-management function from scratch.
• High autonomy, ownership, and direct influence on operational stability.
• Work in a fast-growing international environment with complex, real-time systems.
• 20+ days of paid vacation.
• 10 additional Healthcare Days for recovery and wellbeing.
•  Fully remote work.
• A strong, experienced team, internal professional communities, and continuous learning support.
• Real career development opportunities as the team scales.
• Corporate discounts on gym memberships and wellness services.