Technical Support Engineer (L2/L3, Outstaff) — No Calls

We are looking for a tech-savvy Specialist for a long-term outstaff project. Our partnership with this client has been ongoing for over 2 years, ensuring a stable and well-established work environment.

Key Highlight: Support is strictly text-based (chat and email). No phone calls or video meetings with customers.

Work Schedule & Conditions:

• Schedule (Kyiv Time / UTC+2):
  • January – February: 09:00 – 16:00, 5 days a week (Mon–Fri).
  • March: 07:00 – 14:00, 7 days a week (Project peak phase).
• Tech Stack: Express, Vue, Mongo, Redis, AWS.
• Onboarding: Comprehensive mentorship and documentation provided (all hours are billable).
• FTE for a Ukrainian company

Role Overview:

We are looking for a tech-savvy specialist who can independently troubleshoot issues and escalate them to the development team only when necessary. This role requires a proactive self-starter who is willing to invest time in deeply understanding the platform and delivering high-touch customer support. Ideally, the candidate has formal education or hands-on experience in computer programming, IT systems, or related fields. We see the greatest value in support specialists who are comfortable providing hands-on technical assistance, including reproducing issues, working with system diagrams and technical documentation, and, when needed, reviewing the codebase or using network and diagnostic tools.

Key Responsibilities:

1. Customer Support:

• Serve as the first point of contact for clients for customer inquiries, technical issues, and support requests via various channels, including chat, email.
• Respond promptly and professionally to customer queries, providing accurate information and helpful solutions.
• Troubleshoot and diagnose software-related problems reported by customers, assisting them in resolving issues effectively.
• Utilize diagnostic tools to identify whether the issue lies in the Frontend (Vue.js), Backend (Express), or Database (MongoDB/Redis) layers.

2. Issue Resolution:

• Investigate and analyze customer issues, working closely with the customer support manager, product team, and development teams to escalate and resolve complex technical problems.
• Document and track customer interactions and issues in a ticketing system, ensuring all cases are accurately recorded and monitored for timely resolution.
• Ensure that all customer support activities align with established service level agreements (SLAs) and quality standards.
• Perform initial codebase reviews and log analysis within the AWS environment to provide developers with actionable data.

3. Customer Relationship Management:

• Build and maintain strong relationships with clients, ensuring their ongoing satisfaction with our software products and services.
• Proactively engage with customers to gather feedback, identify areas for improvement, and communicate their needs to the relevant internal teams.

4. Product Knowledge and Training:

• Develop a deep understanding of our software products and stay up-to-date with new features and enhancements.
• Provide customers with product training, guidance, and best practices to maximize their software experience and optimize usage.
• Create and maintain internal technical documentation for the knowledge base.

5. Continuous Improvement:

• Identify recurring issues or patterns in customer inquiries and collaborate with the Customer Support Manager to implement process improvements and updates to enhance the overall customer experience.

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Start date - asap

Experience - Tech Stack: Express, Vue, Mongo, Redis, AWS.