L1/L2 Support Specialist

We are looking for an L1/L2 Support to join our team under the Team Lead Service Desk. This role is responsible for real-time monitoring and first-line incident response in a 24/7 shift model to maintain platform stability.

⚙️ Your Tasks:
 

• Monitoring & Detection: Continuously monitor system health via Grafana/Zabbix; identify anomalies and catch critical alerts;
• Triage & Response: Assess incident severity/impact, execute initial runbook actions, and escalate to L2/L3 teams when needed;
• Ticket Management: Create, update, and track incident tickets (Jira) with accurate timestamps and descriptions throughout their lifecycle;
• Runbook Execution: Perform standard operations (restarts, validation checks) and report any documentation gaps;
• Communication & Handover: Provide real-time updates in incident channels and ensure smooth shift handovers.

👤Our criteria:

Hard Skills:

• 1-2+ years of experience in Tech Support, NOC, or Production Support;
• Strong understanding of the incident lifecycle (Detection, Triage, Escalation, Closure);
• Hands-on experience with monitoring tools (Grafana, Zabbix, New Relic) and ticketing systems (Jira SM);

• Basic understanding of Web applications, APIs, logs, metrics, and cloud infrastructure.

   

Soft Skills:

• Strict execution discipline and high attention to detail;
• Clear, concise communication and stress resilience during high-severity incidents;

• Full readiness for a 24/7 shift schedule (including nights, weekends, and holidays).

   

Nice to Have:

• Experience in high-load environments (FinTech, Gaming, SaaS);
• Familiarity with alerting tools (PagerDuty / Opsgenie);

• Basic understanding of AWS / Kubernetes.

   

Working Conditions:

• 24/7 shift-based schedule;

• Fast-paced, high-load production environment requiring quick and accurate responses.

   

💼 Our Offer:

• Flexible work setup - work remotely or from the office, we focus on results, not location;
• Support for a comfortable work environment - we compensate coworking expenses and EcoFlow power stations to help our team stay productive during power outages in Ukraine;
• Unlimited vacation and sick leave, because we trust our people to manage their time responsibly;
• Relocation support for team members who want to move;
• Regular performance-based bonuses that reward individual and team impact;
• Learning support - we cover 50% of professional courses and development programs;
• Language & wellbeing support - we cover 50% of English classes and psychological consultations;
• Career growth opportunities - we prioritize internal promotions and development;
• Team culture that actually feels like one - regular gifts, company merch, and team events throughout the year;
• Real impact - we are small enough for every voice to be heard and big enough to turn great ideas into action quickly.