Jobs Customer/Technical Support

Employment Type: Full-time (Remote, Office, or Hybrid)

At Varyence, we build products for our clients with people who care about what they do. No micromanagement, no bureaucracy- just ownership and a team focused on moving things forward together.

Interview Stages:
1) HR Interview up to 40 minutes;
2) Technical Interview up to 1 hour;
3) Client interview.

Project overview (USA): This is a system, developed to provide stable remote access for company’s employees to the workstations (PCs or VMs) located in the corporate network without breaking any security. Our system simplifies Access and Device Security for organizations.

Schedule (Kyiv time): 15:00 — 23:00.
 

If you possess the following experience and skills, you would be an excellent fit for our team:

• 5+ years of experience in technical support, systems administration, infrastructure, or a similar technical role;
• 2+ years of experience leading, managing, or mentoring a technical support team;
• Strong hands-on experience with Windows Server, Active Directory, Entra ID, and Windows Remote Desktop Services (RDS/RDS Farms);
• Experience with virtualization and both on-premises and cloud-based infrastructure, preferably Azure;
• Strong knowledge of network configuration and troubleshooting, including DHCP, DNS, firewalls, and network switches;
• Experience with PowerShell scripting and automation;
• Experience supporting Windows desktop environments;
• Experience with macOS and Linux is a plus;
• Experience with Azure Containers and Kubernetes is a plus;
• Experience supporting SaaS products and production environments;
• Experience in a healthcare environment is a plus;
• Practical experience using AI-assisted tools (e.g., Claude, GPT or similar) to improve technical support, troubleshooting, automation, and documentation;
• Advanced verbal and written English communication skills;
• Strong leadership, communication, organizational, and problem-solving skills;

• Proactive, customer-focused, and ownership-driven approach.

   

Your responsibilities will include the following tasks within your workflow: 

• Lead and develop the technical support team, providing coaching, mentoring, along with managing team productivity and performance;
• Monitor support operations and live chat activity to identify issues, recurring problems, and areas where the team needs support;
• Provide hands-on technical expertise and help resolve complex client, server, infrastructure, and product-related issues;
• Support customer onboarding, technical demonstrations, and complex customer engagements;
• Client interactions: leading pre-sales meetings, presenting the product and answering any and all technical questions from clients, being able to present from a sandbox environment and ready to demonstrate all aspects of the product;
• Client onboardings: leading the onboarding of new clients, following up with them and communicating client needs to the other teams;
• Maintain and continuously improve the internal and external Knowledge Base;
• Identify opportunities to improve support processes, documentation, automation, and overall team efficiency;
• Configure, support, and troubleshoot Windows desktops, servers, Active Directory, Entra ID, RDS environments, virtualization, and network infrastructure;
• Collaborate with development teams to ensure smooth technical operations and successful customer implementations;

• Use modern tools, including AI-assisted solutions, to improve technical support and operational efficiency.

   

You are special for us, so we offer special benefits for you:

• Stable working environment where you can develop and grow your skills;
• Career opportunities within a multi-national company;
• Competitive compensation (based on market data, but also depending on the technical level and expertise of the candidate);
• A supportive team that values your input and suggestions and is fun to work with;
• Health insurance coverage (include dentist services and more);
• Cool comfortable office in the Lviv city center with facilities (company paid lunches, lounge rooms, parking spot);
• Annual paid days off (vacation, additional days, sick leaves) and state holidays celebration;
• Flexible work schedule;
• Free English classes (online) with awesome teacher;
• Performance review and salary raises twice per year;
• Annual bonus;
• Relocation coverage to Lviv;
• Coverage business trip to Lviv and Croatia (Kastel);
• Corporate gifts, celebrations, and fun activities;
• And one more important thing, we are pet friendly and invite all the animals to visit our office.

About Lexidesk
 

Lexidesk is an AI intake platform for US law firms. Our AI agent answers calls and messages from potential clients 24/7, qualifies them, and books them into the firm's calendar, so lawyers stop losing clients to voicemail. 

We're a small, fast-moving team building on the latest AI tooling, and our customers are real law firms that rely on us to talk to their clients.
 

You'll be our first dedicated support hire, working directly with the founder.
 

What you'll do
 

Keep customers running
 

• Own the Intercom inbox: resolve tickets and follow through until the customer is actually unblocked.
• Take phone support calls from US and UK law firms.
• Handle technical implementation: connect firms' phone systems, calendars, and CRMs to Lexidesk via integrations, webhooks and API settings.
   

Make support smarter
 

• Build and maintain our Help Center.
• Train and improve the Intercom AI support bot so it answers most questions before a human is needed.
• Design Intercom automations and propose how support can be faster, more self-serve and better for customers.
   

Grow accounts
 

• Proactively check on customers who haven't reached out. Catch problems before they become churn.
• Spot where a firm would benefit from a feature they aren't using yet, and suggest it.
• Ask happy customers for reviews and testimonials.
   

What we're looking for
 

• English at B2+ or better. You'll be writing to and speaking with native speakers daily.
• You already know what an API request and a webhook are, and you are interested in AI.
• You can explain technical things to a non-technical lawyer without jargon, and without losing patience on the third try.
• You like customers. You want a long-term role in support/customer success.
• Available Mon–Fri 13:00–21:00 Kyiv time, and not currently studying.
• Bonus: experience with Intercom, help centers, telephony/VoIP, or a US-facing SaaS.
• Bonus 2: experience with legal/legatech industry.
  
   

What we offer
 

• $1000–$1,500/month base depending on experience.
• Performance bonuses tied to customer reviews and account growth. Top performers meaningfully out-earn the base.
• Paid AI tools (Claude and others). You'll use them daily.
• Direct line to the founder; your ideas ship, not sit in a backlog.
• Growth path: as we scale, this role grows into leading support / customer success.

We're Gypsy Collective. The digital world is evolving faster than ever. New opportunities, new challenges, new ambitious goals. That’s why strong businesses need strong people.
 

Gypsy Collective is an exclusive talent partner for selected brands. We help our partners attract exceptional talent by building long-term relationships and becoming deeply integrated into their business, culture, and growth ambitions.
 

Now we're looking for a Customer Support Manager to join an iGaming project and provide high-quality support to players across multiple communication channels. We are looking for a responsible, detail-oriented, and customer-focused professional who can handle different types of player requests, resolve issues efficiently, and stay calm and professional even in complex or sensitive situations.
 

📅 Your daily adventures include:

• Handle player inquiries via Live Chat, Helpdesk, email, and other approved communication channels;
• Verify players and review relevant account, transaction, and communication history;
• Categorize and prioritize inquiries according to established procedures;
• Resolve standard player inquiries independently within your area of responsibility;
• Provide accurate information regarding account access, deposits, withdrawals, KYC, bonuses, Free Bets, games, geographical restrictions, and technical issues;
• Perform basic troubleshooting before escalating payment, website, account, or game-related issues;
• Handle standard VIP inquiries and escalate exceptional cases, compensation requests, and high-risk disputes to the VIP team;
• Identify Responsible Gambling concerns, suspicious or unauthorized activity, possible account compromise, and other critical cases;
• Apply account restrictions or other actions when authorized by established procedures;
• Prepare clear and complete escalations with all relevant information, completed checks, and required actions;
• Keep players informed and maintain communication until the case is resolved or taken over by the responsible team;
• Accurately document actions taken and prepare shift handovers for unresolved, high-priority, and critical cases;
• Protect players’ personal, financial, and account information;
• Follow approved procedures and communication templates without providing unconfirmed information or making promises on behalf of other teams;
• Report recurring issues, system errors, and knowledge gaps to the Customer Support Team Lead;
• Participate in training, quality reviews, and coaching sessions.

🧭 What makes you a great match:

• Previous experience in Customer Support, preferably within iGaming, fintech, payments, or another high-volume digital environment;
• English proficiency at B1-B2 level;
• Strong written communication and customer service skills;
• Basic understanding of deposits, withdrawals, KYC, bonuses, account restrictions, and Responsible Gambling;
• Ability to follow procedures, decision trees, and escalation rules;
• Strong attention to detail and ability to handle several conversations simultaneously;
• Ability to remain calm, professional, and solution-oriented when dealing with complaints and sensitive cases;
• High level of responsibility, discipline, and ownership;
• Willingness to work 12-hour day and night shifts, including weekends and public holidays.

💸 Flexible payment options: choose the method that works best for you;
🎁 Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care;
📈 Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us;
🥐 Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more;
🎉 Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage;
💻 Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow;

About LimTC

Limitless Technology Consultants © LimTC is a Ukrainian outsourcing company partnering with international businesses on a long-term basis. We help companies identify operational pain points, build practical solutions, and manage end-to-end processes with a strong focus on value creation.

Our teams work closely with clients across the UK, Israel, the US, and Ukraine, providing not only extra hands, but also ideas, structure, and process improvements that help businesses grow.

For this role, you will be working as part of a LimTC team supporting a leading UK-based internet filtering company with a Windows-based and Android product used by customers internationally.

About the Role

We are looking for an L2 Customer Support Specialist who enjoys troubleshooting, analyzing technical issues, and helping customers resolve escalated cases.

You will join a multinational team spread across the UK, Israel, and Ukraine, working in an agile environment to support and improve a web-based and mobile internet filtering solution.

This role is ideal for someone with strong technical curiosity, good English communication skills, and the ability to work independently while still being part of a supportive team.

This is a customer-facing Application Support role rather than a System Administration position. The role focuses on investigating customer issues, troubleshooting application behavior, and working closely with clients to resolve complex support cases.

Previous experience supporting SaaS or software products and communicating directly with customers will be considered a strong advantage.

Key Responsibilities

As an L2 Customer Support Specialist, you will:

• Receive and handle tickets escalated from L1 Support.
• Investigate, troubleshoot, and resolve technical issues within agreed SLAs.
• Analyze logs and available data to identify the root cause of problems.
• Communicate with clients when additional information is needed to understand the issue.
• Manage client expectations with clear and professional communication.
• Escalate complex issues when needed, while providing clear findings and context.
• Participate in team meetings, planning sessions, and internal discussions.
• Proactively assess workload and suggest improvements to processes.
• Update and improve the knowledge base as new solutions, product updates, or processes are introduced.
• Support training and mentoring of new joiners.
• Contribute to a stronger, more efficient support process over time.

Essential Requirements

We are looking for someone who has:

• 1+ year of experience in an IT-related role, technical support, system support, helpdesk, or similar.
• Intermediate or higher English level, with the ability to communicate clearly with international clients and native speakers.
• Strong troubleshooting and analytical skills.
• Good knowledge of Windows products and common Windows-related issues is desired.
• Experience using logs to investigate and report technical problems.
• Basic understanding of IP, certificates, ports, browsers, and connectivity-related issues.
• Ability to work with remote access tools such as TeamViewer or similar.
• Strong attention to detail.
• Self-motivation and the ability to work independently.
• A customer-facing mindset and a genuine desire to solve the root cause of an issue.
• Ability to suggest and support improvements to internal processes.
• Comfort working with complex issues across multiple teams, locations, and business lines.
• Previous experience supporting SaaS or software products and communicating directly with customers will be considered a strong advantage.

Desirable Skills

The following experience would be a plus:

• Experience with JIRA.
• Experience with SQL.
• Experience with Amazon Connect.
• Experience with Microsoft SDK.
• Previous experience supporting SaaS, web-based, mobile, or security-related products.

Working Hours

• Monday to Thursday: 20:00 – 04:00
• Friday: 13:00 – 21:00

What We Offer

• 100% remote work.
• Opportunity to work with talented people from the UK, Israel, and Ukraine.
• A chance to apply and grow your IT skills while solving real technical issues.
• Experience working with Amazon platforms and international SaaS tools.
• Supportive local L1 team.
• HR support and regular communication.
• Friendly and collaborative team environment.
• Paid sick leave.
• 18 vacation days per year.
• Additional project paid days off.
• Volunteer day.
• Team activities, HR games, and wellness initiatives such as yoga.

Why Join Us?

This is not just a ticket-handling role. You will be part of a team that investigates real technical problems, improves support processes, contributes to the knowledge base, and helps deliver better service to international customers.

At LimTC, we value people who think, care, take ownership, and want to grow together with the team.

We are looking for a highly organized, customer-focused Support Representative / Client Success Coordinator to become the communication hub between our customers, technicians, office staff, and suppliers.

This is an excellent opportunity for someone who enjoys helping people, multitasking, and keeping operations running smoothly.

Key Responsibilities

Customer Communication

• Answer incoming phone calls professionally.
• Respond to customer inquiries promptly and courteously.
• Schedule appointments and service visits.
• Confirm appointments with customers.
• Notify customers when technicians are on the way.
• Follow up after completed jobs to ensure customer satisfaction.
• Handle customer concerns professionally and escalate when necessary.

Dispatch Coordination

• Coordinate daily technician schedules.
• Dispatch technicians to service appointments.
• Monitor technician progress throughout the day.
• Inform customers of arrival times and schedule changes.
• Reschedule appointments when necessary.
• Coordinate emergency service calls.

CRM & Data Management

Maintain accurate records by updating:

• CRM
• Google Sheets
• Customer information
• Job status
• Appointment schedules
• Estimates
• Work orders
• Technician notes
• Payment status
• Supplier information

Attention to detail is essential.

Supplier Communication

Communicate with suppliers regarding:

• Glass orders
• Hardware availability
• Material lead times
• Delivery schedules
• Product pricing
• Purchase orders
• Order tracking

Follow up to ensure materials arrive on time for scheduled installations.

Administrative Support

Assist with:

• Creating work orders
• Updating job notes
• Organizing digital documents
• Tracking outstanding estimates
• Monitoring customer follow-ups
• Supporting the sales and operations teams
• Maintaining organized electronic records

Daily Responsibilities

• Answer incoming calls.
• Make outbound customer calls.
• Dispatch technicians.
• Update CRM.
• Update Google Sheets.
• Communicate with suppliers.
• Coordinate deliveries.
• Confirm appointments.
• Notify customers when technicians are en route.
• Follow up on completed projects.
• Assist with scheduling changes.
• Keep management informed of any issues affecting customer satisfaction.

About EVIQO

EVIQO is one of the fastest-growing smart EV charging brands in the US residential market, serving customers across the US, Canada, and Europe soon.

We are already among the Top-5 market leaders in the US in our segment and continue scaling rapidly.

Our mission is to build a category-defining EV charging brand that competes with major players like Tesla, ChargePoint, and Autel.

Our core product is a premium Level 2 smart home EV charger combined with a mobile app and software platform that allows users to monitor and remotely control charging, manage and optimize energy consumption, automate charging sessions, and reduce electricity costs.

With up to 50 Amps of charging power, strong hardware positioning, premium customer experience, and a powerful D2C + Amazon growth engine, we are building much more than just a charger — we are building a scalable international brand.

We operate at the intersection of hardware, software, IoT, e-commerce, D2C, and international growth.

About the Role

The purpose of this role is to ensure a positive post-purchase customer experience through proactive communication with customers, helping them resolve issues related to using their EV
charger and handling order-related concerns in accordance with company policies.

The role also involves maintaining customer experience data, analyzing the root causes of negative customer experiences, and preparing recommendations for the relevant teams to help
eliminate recurring systemic issues.

Expected Outcomes:

• Restore a positive customer experience for at least 50% of customers with open negative cases existing at the time of joining the team (a minimum of 20 successfully
  recovered cases within the first 30 days).
• Proactively prevent negative customer experiences in at least 8 potential high-risk cases during the first 30 days.
• Build a structured tracking system for negative customer experience, categorized by source (product, mobile app, delivery, marketplace content, installation, etc.).
• Prepare the first analytical report with findings and recommendations for the relevant teams within the first 30 days, and continue providing such reports on a monthly basis.
• Reduce the number of negative customer cases by at least 20% within the first six months, compared to the equivalent period before joining the team.

Required Competencies:

• At least 2 years of experience in Customer Support, Customer Success, Technical Support, or Account Management.
• Demonstrates excellent written and spoken English skills (C1 or above), with clear pronunciation and the ability to communicate confidently and naturally with U.S. customers via phone and email.
• Proven experience communicating with U.S. customers in a customer-facing role.
• Builds trust, even during difficult conversations with dissatisfied customers.
• Balances empathy for customers with a strong focus on business outcomes.
• Identifies the root causes of problems rather than only addressing their symptoms.
• Recognizes recurring patterns in customer interactions and turns them into practical insights for the business.
• Takes ownership of results without requiring constant supervision.
• Learns quickly and is able to find solutions independently.
• Demonstrates high personal productivity and effectively prioritizes work.

What We Offer

• Competitive fixed salary
• Performance-based bonus
• Opportunity to build a category leader in the EV charging market
• Fully remote work
• Working schedule: 12:00–21:00 (Kyiv time), including a 1-hour lunch break.
• 15 working days of paid vacation per year (available after 6 months of employment).
• 5 paid sick days without medical certificates.
• Sports and professional development budget after successful completion of the probation period

Our requirements:

• Fluent/Advanced English (MUST!) 

• Ability to work night shifts (6 possible schedules: 15:00 – 00.00; 16:00 – 01.00; 17:00 – 02.00; 18:00 – 03.00; 19:00 – 04.00; 21:00 – 06.00 Kyiv time)

• Confident PC user with solid knowledge of Microsoft Windows

• Technical background or strong interest in exploring software and hardware products

• Strong organizational, training, and time-management skills

• Excellent communication and active listening abilities

• Understanding of conflict resolution

• Empathy, positive attitude and self-control

Nice to Have:

• Previous experience in customer or technical support

• IT education or relevant technical background

• Familiarity with ticketing systems (Zendesk, Zoho, ServiceNow), CRM platforms, and Jira

Summary:

As a Customer Support Specialist, you will have an opportunity to join a very dynamic international team and become a trusted advisor to our clients, with the opportunity to join a dynamic international team and become a trusted advisor to our clients, contributing to the overall quality of our product by sharing feedback with an opportunity to contribute to the overall quality of our product by sharing feedback with the relevant stakeholders.  

You will interact with US business owners, learn about the telecom industry and embark on an IT career path within the organization.  

Key Responsibilities:

• Support existing and prospective customers by providing timely and accurate information about B2BSoft products

• Identify, analyze, and troubleshoot technical issues and provide effective solutions

• Respond to support queries via phone, chat, and email

• Assist customers with software and hardware configurations, billing, and merchant services–related requests

• Maintain clear and detailed documentation of all service inquiries.

We’re looking for a Solution Expert to join our Client Support team and become the go-to person our clients trust when something isn’t working the way it should.

You’ll own a queue of cases from the moment they land until they’re resolved, working across our support portal, email, and phone. Our platform runs ticketing and live event management, so if you’ve worked in that world before, great, and if you haven’t, we’ll teach you. What matters more is that you’re genuinely curious about how things work, patient enough to walk someone through a fix, and quick enough to think on your feet when the queue gets busy.

What you’ll do
 

• Get to know the platform inside and out so you can troubleshoot with confidence rather than guessing.
• Triage incoming cases and turn client questions into clear, practical solutions, explained in plain language, whether you’re writing an email or talking someone through it live.
• Dig into reported issues: reproduce the behavior, find the cause, and either fix it or hand it off to a Technical Solution Expert with a clean, complete summary.
• Run walkthroughs and consulting sessions when clients are learning something new, and keep them in the loop throughout the life of a case so they never have to chase you for an update.
• Add what you learn to the team’s knowledge base and training materials, so the next person doesn’t have to solve the same problem from scratch.
• Notice the patterns behind recurring issues and speak up about product gaps or process fixes.
• Stay flexible around on-sales and the natural seasonality of live events, since that’s when clients need you most.

What you bring
 

• Client-facing support or service desk experience, ideally at a SaaS or tech company, and a real track record of turning a confused client into a happy one.
• Strong written and spoken English, with the knack for explaining something technical without the jargon.
• A methodical troubleshooting mindset: comfortable in web applications, able to read configuration settings and make sense of error messages, and unafraid of a tricky case.
• Experience working against SLAs inside a ticketing or case management system, and the ability to juggle a queue where priorities shift by the hour.
• Comfort with Windows and/or macOS, browsers, and everyday internet tools.
• A plus if you’ve trained clients on software before, or if you know the ticketing and live events world already.

What we look for in a teammate

Technical skill gets a case solved. Attitude is what makes a team actually work. We want someone proactive and dependable, the kind of person who picks up the hard case, shares what they learned from it, and helps a teammate without being asked twice. You flag risks early, follow up before a client has to chase you, and stay steady when the queue gets loud. You’re curious enough to keep learning the product and the industry on your own, and open enough to take feedback as well as give it.

We are looking for an experienced Head of User Support to lead and scale customer support for a fast-growing B2C mobile entertainment platform focused on episodic series and digital content.

You will own support operations, manage the team, improve processes, introduce AI-powered automation, and work closely with Product & R&D to improve the customer experience.

Key Responsibilities

• Lead and scale the User Support team and operations.
• Own KPIs, SLAs, CSAT, quality, and operational performance.
• Oversee high-volume customer inquiries related to accounts, subscriptions, In-App Purchases, payments, refunds, and content access.
• Manage support via Zendesk, App Store, and Google Play.
• Build escalation processes and work closely with Product & R&D.
• Analyze customer feedback and identify product issues.
• Implement AI automation, self-service, macros, workflows, and AI agents.
• Build and maintain the Knowledge Base and Help Center.

Requirements

• 4+ years in Customer Support, Customer Success, or Support Operations.
• 2+ years in a leadership/management role.
• Proven experience scaling B2C customer support operations.
• Strong experience with mobile apps (iOS/Android) and high-volume support.
• Hands-on experience with In-App Purchases, subscriptions, refunds, and Apple/Google payment flows.
• Experience with Zendesk, Intercom, or similar tools.
• Strong understanding of KPIs, SLAs, QA, automation, and escalation processes.
• Experience building AI-powered support automation from scratch.
• Experience working with Product/Engineering teams.
• English C1/C2.
• Strong analytical, organizational, and leadership skills.

Nice to Have

• Experience in streaming, entertainment, gaming, SaaS, or digital media.
• Experience with subscription-based products.
• Experience with Braze, Mixpanel, Amplitude, or Firebase.
• Experience with App Store / Google Play reviews and support at scale.
• Experience at a well-known or high-growth B2C company.

What We Offer

• Remote work.
• High level of ownership and impact.
• Opportunity to build and scale the support function from the ground up.
• Competitive compensation based on experience and proven track record.

Job Summary

As an L1 Technical Support Engineer, you will be responsible for the continuous 24/7 monitoring of smart device health and performance metrics across rotating shifts, including nights, weekends, and holidays. In this role, you will analyze data dashboards to proactively identify anomalies, performance degradation, and potential issues before they impact customers. You will execute defined runbooks for the timely escalation of technical issues, initiate post-incident corrective actions (COE), and coordinate with engineering teams during bridge calls to ensure system stability around the clock.

Team Summary

We are the first line of defense for a massive global network of smart devices. We provide 24/7 oversight to keep millions of users connected and their devices running smoothly. Operating as a fast-response unit, we focus on five core areas: rapid triage, incident escalation, call leadership, cross-functional communication, and COE initiation. We work closely with engineering to spot and fix technical issues in real time before they impact our customers.

Responsibilities and Duties

— Continuously monitor customer-facing dashboards, automated detection systems, and performance indicators for smart device fleets across all shifts
—Analyze real-time performance data to identify trends or anomalies before they escalate into customer-impacting events
—Respond to alerts, triage incidents by severity (Sev 1–5), and escalate critical issues through defined runbooks to appropriate service teams
—Initiate and track Post-Incident Corrective Actions (COE) to drive root cause analysis and ensure timely closure of technical issues
—Coordinate with engineering, product, and infrastructure teams during bridge calls to support the resolution of complex incidents
—Provide accurate updates regarding incident status, impact, and resolution progress within defined SLA timelines
—Document all incidents, troubleshooting steps, and workarounds in ticketing systems, generating comprehensive shift reports for seamless handovers
—Continuously refine triage, escalation, and communication runbooks based on retrospective analysis and lessons learned.

Qualifications and Skills

— 1+ years of technical support experience within IT, IoT, or software development environments
— Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, HTTP/HTTPS, Wi-Fi protocols) and IoT device ecosystems
— Basic SQL skills for data querying and practical experience with monitoring tools (e.g., Grafana, CloudWatch, Datadog, Tableau)
— Experience using ticketing systems (e.g., Jira, ServiceNow, Zendesk, or similar)
— Readiness to work 24/7 rotational shifts (including night shifts and weekends) with strong stress resilience during high-priority incidents
— Strong analytical skills with high attention to detail and the ability to prioritize tasks based on customer impact
— Excellent team player with a high sense of accountability and effective communication skills
— At least an Upper-Intermediate level in both written and spoken English (B2).

Nice to have

— Bachelor’s or Master’s degree in Computer Science, Telecommunications, or a related technical field
— Familiarity with major operating systems (Linux, Windows, macOS, Android, iOS)
— Basic scripting knowledge (Python, Bash, or PowerShell) for task automation
— Experience with network diagnostic tools (ping, traceroute, netstat)
— Familiarity with firmware update processes for remote hardware devices

Raiffeisen Bank is the largest Ukrainian bank with foreign capital. For more than 30 years, we have been creating and building the banking system of our country.

Raiffeisen employs more than 5,000 employees, including one of the largest product IT teams, which includes 900+ specialists. Every day, we work side by side so that more than 2.5 million of our clients can receive quality service, use the bank's products and services, and develop their business, because we are #TogetherWithUkraine.

Your future responsibilities:

• L2 application support (Tier 2 Application Support)
• Knowledge base and support documentation management
• Collaboration with product teams (analysts, architects, developers, QA engineers, etc.)
• Software maintenance and support
• Managing changes, alerts, incidents, and troubleshooting
• On-call support for incident response

Your skills and experience:

• 2+ years of experience in L2 (Tier 2) support
• Software maintenance and support experience
• Basic knowledge of SQL, PL/SQL
• Hands-on experience with Git (GitHub), Grafana, Prometheus, ELK stack
• Knowledge of AWS (EC2, S3)
• Strong analytical skills
• Experience working with Jira and Confluence
• Experience with banking/financial industry systems and processes
• Investigation and problem-solving skills, log analysis, and proactive issue prevention
• Attention to detail and result-oriented mindset; critical thinking and a structured approach to problem-solving

We offer what matters most to you:

• Competitive salary: we guarantee a stable income and annual bonuses for your personal contribution. Additionally, we have a referral reward program for attracting new colleagues to Raiffeisen Bank
• Social package: official employment, 28 days of paid leave, additional "maternity leave" for fathers, and financial assistance for parents upon the birth of children
• Comfortable working conditions: the possibility of a hybrid work format, offices equipped with shelters and generators, provision with modern equipment
• Wellbeing program: all employees have access to medical insurance from the first working day; consultations with a psychologist, nutritionist or lawyer; discount program for sports and shopping; family days for children and adults; massage in the office
• Learning and development: access to over 130 online educational resources; corporate training programs, online library, mentoring program
• A great team: our colleagues are a community where curiosity, talent and innovation are welcomed. We support each other, learn together and grow. You can find like-minded people in over 15 professional communities, reading or sports clubs
• Career opportunities: we encourage advancement within the bank between functions
• Innovation and technology. Infrastructure: AWS, Kubernetes, Docker, GitHub, GitHub actions, ArgoCD, Prometheus, Victoria, Vault, OpenTelemetry, ElasticSearch, Crossplain, Grafana. Languages: Java (main), Python (data), Go (infra, security), Swift (IOS), Kotlin (Andorid)Datastores: Sql-Oracle, PgSql, MsSql, Sybase. Data management: Kafka, AirFlow, Spark, Flink, we develop expertise in AI and actively integrate it into processes
• Support program for defenders: we preserve jobs and pay the average salary to mobilized people. We have a support program for veterans, and the Bank's veteran community is developing. We are working to raise awareness among managers and teams on the issues of veterans' return to civilian life. Raiffeisen Bank is recognized as one of the best employers for veterans (Forbes)

Why Raiffeisen Bank?

• Our main value is people, and we support and recognize them, educate them and involve them in changes. Join Raif’s team because for us YOU matter!
• One of the largest lenders to the economy and agricultural business among private banks
• Recognized as the best employer by EY, Forbes, Randstad, Franklin Covey, and Delo.UA
• The largest humanitarian aid donor among banks (Ukrainian Red Cross, UNITED24, Superhumans, СМІЛИВІ)
• One of the largest IT product teams among the country’s banks. • One of the largest taxpayers in Ukraine; 6.6 billion UAH were paid in taxes in 2023.

Opportunities for Everyone:

• Raif is guided by principles that focus on people and their development, with 5,500 employees and more than 2.7 million customers at the center of attention
• We support the principles of diversity, equality and inclusiveness
• We are open to hiring veterans and people with disabilities and are ready to adapt the work environment to your special needs
• We cooperate with students and older people, creating conditions for growth at any career stage

You matter at Raif!

__________________________________________________________________________________________

Райффайзен Банк — найбільший український банк з іноземним капіталом. Більше 30 років ми створюємо та вибудовуємо банківську систему нашої держави. 

У Райфі працює понад 5 тисяч співробітників, серед них одна із найбільших продуктових ІТ-команд, що налічує 900+ фахівців. Щодня пліч-о-пліч ми працюємо, щоб більш ніж 2,5 мільйона наших клієнтів могли отримати якісне обслуговування, користуватися продуктами і сервісами банку, розвивати бізнес, адже ми #Разом_з_Україною.  

Твої майбутні обов’язки: 

• Підтримка додатків другого рівня
• Управління базою знань / документацією підтримки
• Співпраця з продуктовими командами ( аналітики, архітектори, розробники, тестувальники тощо)
• Підтримка програмного забезпечення
• Управління змінами, підтримкою, алертами, інцидентами та усуненням несправностей
• On Call по інцидентам

Твій досвід та навички:

• 2+ роки відповідного досвіду роботи в підтримці
• Підтримка програмного забезпечення
• Досвід роботи в гібридному середовищі (AWS)
• Експертні знання SQL, PL/SQL
• Досвід роботи з Git (GitHub), Grafana, Prometheus, ELK
• Знання AWS (EC2, S3)
• Аналітичні навички
• Досвід роботи з Jira та Confluence
• Досвід роботи в системі та процесах фінансової/банківської галузі
• Навички дослідження та вирішення проблем, аналіз журналів і передбачення проблем до їх виникнення
• Увага до деталей і націленість на результат. Критичний настрій і конкретний процес вирішення проблем

Пропонуємо те, що має значення саме для тебе: 

• Конкурентна заробітна плата: гарантуємо стабільний дохід та річні бонуси за твій особистий внесок. Додатково, у нас діє реферальна програма винагороди за залучення нових колег до Райффайзен Банку 
• Соціальний пакет: офіційне працевлаштування, 28 днів оплачуваної відпустки, додатковий «декрет» для татусів, та матеріальна допомога для батьків при народженні дітей  
• Комфортні умови праці: можливість гібридного формату роботи, офіси забезпеченні укриттями та генераторами, забезпечення сучасною технікою
• Wellbeing програма: для всіх співробітників доступні медичне страхування з першого робочого дня; консультації психолога, нутриціолога чи юриста; дисконт програми на спорт та покупки; family days для дітей та дорослих; масаж в офісі 
• Навчання та розвиток: доступ до понад 130 навчальних онлайн-ресурсів; корпоративні навчальні програми, онлайн бібліотека, програма менторства
• Крута команда: наші колеги – це спільнота, де вітаються допитливість, талант та інновації. Ми підтримуємо один одного, вчимося разом та зростаємо. Ти можеш знайти однодумців у понад 15-ти професійних ком’юніті, читацькому чи спортивному клубах 
• Кар'єрні можливості: ми заохочуємо просування всередині банку між функціями
• Інновації та технології. Infrastructure: AWS, Kubernetes, Docker, GitHub, GitHub actions, ArgoCD, Prometheus, Victoria, Vault, OpenTelemetry, ElasticSearch, Crossplain, Grafana. Languages: Java (main), Python (data), Go(infra,security), Swift (IOS), Kotlin (Andorid) Datastores: Sql-Oracle, PgSql, MsSql, Sybase. Data management: Kafka, AirFlow, Spark, Flink, розвиваємо експертизу в AI та активно інтегруємо в процеси
• Програма підтримки захисників і захисниць: ми зберігаємо робочі місця та виплачуємо середню заробітну плату мобілізованим. Для ветеранів та ветеранок у нас діє програма підтримки, розвивається ветеранська спільнота Банку. Ми працюємо над підвищенням обізнаності керівників та команд з питань повернення ветеранів до цивільного життя. Райффайзен Банк відзначений як один з найкращих роботодавців для ветеранів (Forbes)

Чому Райффайзен Банк? 

Наша головна цінність — люди і ми даємо їм підтримку і визнання, навчаємо, залучаємо до змін. Приєднуйся до команди Райфу, адже для нас ТИ маєш значення! 

• Один із найбільших кредиторів економіки та аграрного бізнесу серед приватних банків 
• Визнаний найкращим працедавцем за версіями EY, Forbes, Randstad, Franklin Covey, Delo.UA 
• Найбільший донор гуманітарної допомоги серед банків (Червоний Хрест України, UNITED24, Superhumans, СМІЛИВІ) 
• Одна з найбільших ІТ-продуктових команд серед банків країни 
• Один із найбільших платників податків в Україні, за 2023 рік було сплачено 6,6 млрд гривень

Можливості для всіх: 

• Райф керується принципами, що фокусуються на людині та її розвитку, у центрі уваги 5 500 співробітників та понад 2,7 мільйони клієнтів  
• Підтримуємо принципи різноманіття, рівності та інклюзивності
• Ми відкриті до найму ветеранів і людей з інвалідністю та готові адаптувати робоче середовище під ваші особливі потреби
• Співпрацюємо зі студентами та людьми старшого віку, створюючи умови для зростання на будь-якому етапі кар’єри

В Райфі ти маєш значення! 

Created in 2012, Wiz-Team delivers cutting-edge technology and support services to the world’s greatest events across sport, institutions, hospitality, and entertainment. With events in our DNA, we are a privately-owned, growing and thriving international company staffed by experienced event professionals who share a collective passion for transforming how the event industry uses technology to deliver complex events. We benefit from a global network of developers, strategic partners, and Wiz-Team ambassadors.

For our office in Turin, we are looking for a:

Technical Support Engineer

This is a complementary role to our existing Customer Support team, bringing additional technical expertise to our support operations. The Technical Support Engineer provides deep technical investigation, troubleshooting, and resolution of application issues. You will be the first technical point of contact for production incidents, investigating software issues, troubleshooting application behaviour, performing configuration changes, and coordinating with Development and DevOps teams to restore service as quickly as possible.

This position is based in Europe and is designed to primarily support our North American operations.

The standard working schedule is late afternoon/evening, typically aligned with U.S. Pacific Time business hours. The expected schedule will generally fall between 16:00 - 01:00 CET.

Responsibilities:

• Investigate and troubleshoot production issues across multiple software applications.
• Analyze logs, API requests, system behavior, and application data to identify the root cause of incidents.
• Perform application configuration and data corrections where appropriate.
• Manage incidents from initial triage through to resolution, ensuring SLA commitments are met.
• Prioritize multiple incidents based on business impact and operational urgency.
• Coordinate with Development, DevOps, QA, and Project Management teams during critical incidents.
• Make informed decisions on escalation paths and communicate effectively with both technical and non-technical stakeholders.
• Work within agreed change management frameworks, which may vary by client.
• Support major event operations, including on-site and remote coverage during international sporting events.
• Document troubleshooting steps, known issues, and operational procedures.
• Contribute to continuous improvements in monitoring, support processes, and operational readiness.

Additional responsibilities may be assigned to support the development of the organization and according to the needs.

Requirements:

• 3+ years of experience in Technical Support, Application Support, Software Support, or a similar technical customer-facing role.
• Strong analytical and troubleshooting skills.
• Experience working with web-based applications and SaaS platforms.
• Basic understanding of REST APIs, JSON, and HTTP requests.
• Strong SQL and database skills (intermediate to advanced level), including the ability to write corrective queries against production data.
• Working knowledge of at least one programming or scripting language (e.g. Node.js/TypeScript, PHP, or Python), sufficient to read code, diagnose bugs, and suggest straightforward fixes.
• Practical experience with cloud infrastructure and Kubernetes.
• Basic to medium understanding of software architecture (APIs, microservices, message-queue/event-driven systems).
• Familiarity with monitoring and observability tools such as Datadog or Grafana.
• Experience reading application logs and identifying software issues.
• Familiarity with Jira, ServiceNow, or similar ticketing systems.
• Excellent English written and verbal communication skills.
• Ability to remain calm and make sound decisions during high-pressure situations.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Self-driven and able to work independently with minimal supervision.
• Ability to travel occasionally to provide support onsite for our customers.

What we offer:

• A multi-cultural, solid company with high growth potential.
• Opportunities for skills development alongside company growth.
• Regular social events, and team building activities. Nerf guns skills are a must!
• Flexible hours and hybrid working policy.
• Free refreshments in the office.

If you are passionate about what you do, eager to learn new technologies and industries, and enjoy working in a collaborative team, we may be a great match !

Do not hesitate and apply to this role ! We look forward to meeting you!

Our requirements:

• Fluent/Advanced English (MUST!) 

• Ability to work night shifts (6 possible schedules: 15:00 – 00.00; 16:00 – 01.00; 17:00 – 02.00; 18:00 – 03.00; 19:00 – 04.00; 21:00 – 06.00 Kyiv time)

• Confident PC user with solid knowledge of Microsoft Windows

• Technical background or strong interest in exploring software and hardware products

• Strong organizational, training, and time-management skills

• Excellent communication and active listening abilities

• Understanding of conflict resolution

• Empathy, positive attitude and self-control

Nice to Have:

• Previous experience in customer or technical support

• IT education or relevant technical background

• Familiarity with ticketing systems (Zendesk, Zoho, ServiceNow), CRM platforms, and Jira

Summary:

As a Customer Support Specialist, you will have an opportunity to join a very dynamic international team and become a trusted advisor to our clients, with the opportunity to join a dynamic international team and become a trusted advisor to our clients, contributing to the overall quality of our product by sharing feedback with an opportunity to contribute to the overall quality of our product by sharing feedback with the relevant stakeholders.  

You will interact with US business owners, learn about the telecom industry and embark on an IT career path within the organization.  

Key Responsibilities:

• Support existing and prospective customers by providing timely and accurate information about B2BSoft products

• Identify, analyze, and troubleshoot technical issues and provide effective solutions

• Respond to support queries via phone, chat, and email

• Assist customers with software and hardware configurations, billing, and merchant services–related requests

• Maintain clear and detailed documentation of all service inquiries.

We are looking for a detail-oriented and highly responsible VIP Quality Control Manager to ensure exceptional service quality for our VIP Support Team. Your mission is to maintain the highest standards of communication, accuracy, and consistency, ensuring that every VIP player receives a world-class support experience.

The ideal candidate has a strong analytical mindset, excellent communication skills, deep understanding of quality assurance principles, and the ability to provide constructive, clear, and actionable feedback.

HOW YOU WILL MAKE AN IMPACT

1. Quality Evaluation

• Review and evaluate VIP Support interactions across all channels (chat, email, calls).
• Ensure accuracy, professionalism, and empathy in communication with high-value players.
• Score interactions based on internal QC standards and quality rubrics.

2. Feedback & Coaching

• Prepare detailed feedback for VIP Support Agents to help them improve communication, accuracy, and efficiency.
• Conduct brief coaching sessions when needed, focusing on service quality and best practices.

3. VIP Standards Control

• Ensure that all VIP communication meets the highest company standards and supports strong player relationships.
• Identify deviations and propose corrective actions to preserve the premium level of service.

4. Insights & Process Improvements

• Analyze recurring issues and service gaps within VIP Support.
• Propose improvements to scripts, workflows, guidelines, and processes that elevate service quality.

5. Dispute Handling

• Review disputes between agents and QC team members.
• Ensure fair, unbiased, and well-documented resolutions.

6. Reporting & Analytics

• Prepare weekly and monthly quality reports with insights and recommendations.
• Track accuracy trends, recurring mistakes, communication patterns, and success points.

7. Collaboration

• Work closely with the VIP Team Leads, QC Team Leads, and L&D to align on standards and share insights.
• Support improvements in coaching frameworks and training programs.
   

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• 1.5+ years of experience in Quality Control, Customer Support QA, VIP support, or a related role.
• Strong understanding of VIP player expectations, communication style, and service standards.
• Excellent analytical skills and attention to detail.
• Strong written communication and feedback-giving skills.
• Experience with QA tools, scorecards, and reporting dashboards.
• Ability to stay objective and make fair, data-driven decisions.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
   

WHY YOU’LL LOVE IT HERE:

• Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
• Unlimited vacation days and paid sick leave—because your rest matters.
• A competitive compensation that truly reflects your skills and expertise.
• Employee referral bonus and gifts to celebrate your special occasions.
• 50% financial support for learning expenses to supercharge your professional growth!
• A positive atmosphere where you always feel respected and truly belong.
• Inspirational team-building activities that turn colleagues into best friends.
• Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.
• Co-working space reimbursement to save your nerves from always working from home :)

We are looking for a Planning & Resource Management Assistant / Specialist to join our Customer Success team. In this role, you will be responsible for shift planning, resource allocation, real-time monitoring, and operational reporting. You’ll work closely with Team Leads and other stakeholders to ensure optimal team coverage and efficient resource utilization.
 

HOW YOU WILL MAKE AN IMPACT

• Create, adjust, and publish shift schedules for projects
• Optimize employee allocation based on competencies, workload, and business requirements
• Process requests for shift changes, vacations, sick leaves, and replacements
• Conduct real-time monitoring of agent activity (queues, adherence, workload in Livechat / helpdesk, etc.)
• Monitor actual attendance and workload against planned indicators
• Maintain up-to-date data in resource planning systems (Livechat / helpdesk / Excel / specialized software)
• Prepare analytical reports and dashboards for management
• Collect, process, and analyze operational metrics
• Support process optimization and automation initiatives
• Collaborate with team leads on shift coverage and staffing needs
• Participate in the development and improvement of planning and resource allocation processes
• Provide administrative and coordination support to the team
   

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• Higher or secondary specialized education. Previous experience in a similar role (planning, reporting, real-time monitoring) is preferred
• Strong proficiency in Excel / Google Sheets (pivot tables, formulas; Power Query / Power Pivot / Google Apps Script is a plus)
• Analytical mindset and ability to work with large volumes of data
• High attention to detail, pedantry, and perseverance
• Ability to effectively handle monotonous and cyclical tasks while maintaining concentration and attention to detail over long periods of time
• Strong communication skills and ability to interact with employees at different levels
• Ability to work in an environment of changing priorities, strict deadlines, and dynamic company growth
• English language skills sufficient for reading work documentation and written communication (B1 minimum)
   

Nice-to-have requirements

• 1+ year of experience in resource planning, shift scheduling, or workload forecasting
• Understanding of operational efficiency principles, key metrics (KPIs), and professional terminology
• Experience in preparing regular management reports
   

WHY YOU’LL LOVE IT HERE:

• Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
• Vacation days and paid sick leave—because your rest matters.
• A competitive compensation that truly reflects your skills and expertise.
• Employee referral bonus and gifts to celebrate your special occasions.
• 50% financial support for learning expenses to supercharge your professional growth!
• A positive atmosphere where you always feel respected and truly belong.
• Inspirational team-building activities that turn colleagues into best friends.
• Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.