Technical Support Engineer (24/7)

We are looking for an L1 Technical Support Specialist to join our 24/7 Operations team.
As the first point of contact for our partners, you will play a key role in delivering fast, professional, and high-quality technical support while ensuring stable daily operations.
This role is ideal for someone who enjoys problem-solving, adapts quickly to changing priorities, and is eager to develop technical skills.

Requirements:

- Be the first point of contact for partner requests and provide timely responses within SLA.
- Create, update, and maintain tickets with clear technical information and accurate status updates.
- Perform standard operational and configuration tasks following internal procedures.
- Investigate customer-reported issues using internal tools and documentation.
- Perform first-level technical troubleshooting by reviewing logs, monitoring systems, and application behavior.
- Reproduce known issues and follow established troubleshooting guides.
- Monitor alerts and respond according to operational procedures.
- Escalate complex incidents to the appropriate technical teams with complete investigation details.
- Coordinate communication between partners and internal teams throughout the incident lifecycle.
- Maintain accurate documentation and ensure smooth knowledge transfer between shifts.
- Support new operational processes and continuously learn new products, tools, and workflows.

Responsibilities:

- Has basic technical knowledge and strong analytical thinking.
- Learns quickly and enjoys understanding how systems work.
- Can effectively manage multiple conversations and tasks simultaneously.
- Easily switches between priorities without losing focus.
- Pays close attention to details.
- Communicates clearly and professionally.
- Takes ownership and follows tasks through to completion.
- Knows when to investigate independently and when to escalate.
- Enjoys working in a collaborative team environment.
- Adapts quickly to changing business needs and new technologies.

Technical skills
- We expect basic knowledge of:
- HTTP / REST APIs
- Client-server architecture
- Web applications
- Reading application logs
- Basic networking concepts
- Basic SQL (would be a plus)
- Postman or similar API tools (would be a plus)
- Monitoring tools (Grafana, Kibana, ELK, etc.) (would be a plus)

Умови роботи

What will make you successful
Successful L1 Specialists are:
- Fast without sacrificing quality.
- Highly organized.
- Detail-oriented.
- Curious and willing to investigate.
- Comfortable making decisions within established procedures.
- Flexible and adaptable to changing priorities.
- Passionate about continuous learning and professional growth.

What we offer
- Opportunity to work with international partners.
- Continuous technical learning and mentoring.
- Career growth toward L2 Technical Support, Integrations.
- Friendly and supportive team.
- Modern technologies and real production systems.
- 24/7 shift schedule.
- Medical insurance;
- Regular salary reviews and timely payments;
- Provision of necessary equipment for work as needed.

Professional development:
- Corporate English classes;
- Mentoring from experienced Team Leads;
- 50% reimbursement for courses/certifications/webinars, etc.;
- Development towards leadership positions within the company.

Work-life balance:
- Ability to work fully remotely;
- Vacation: 24 calendar days per year;
- Paid sick leave;
- Informal office meetings every month.