Jobs Customer/Technical Support

Norse Digital is a friendly, international team of professionals based across Ukraine and Europe. We provide a range of services, including full-cycle outsourced software development, customer support, long-term post-release support, and recovery management for various software solutions, web-based systems, and websites.

We are currently looking for a Junior Customer Support Specialist to join our team. The role is focused on facilitating effective communication between customers and developers and ensuring that technical requests are handled efficiently from start to finish.

The responsibilities include working with a wide range of customer requests — from coordinating the implementation of new features and system components in existing software to handling ad-hoc technical issues, payments moderation, troubleshooting, and following up on their resolution.

Ideal candidates should have:

• A basic understanding of the software development process and familiarity with tools such as issue trackers and virtual customer support (VCS) systems; theoretical knowledge is acceptable.
• Strong soft skills. We value team players who are communicative, supportive, and eager to collaborate in a team-oriented environment.
• A fluent level of written and spoken English is required, as the role involves communication with international customers.
• Excellent communication skills, with the ability to build strong relationships both with customers and with internal teams such as development and project management, and quality assurance teams on the other hand, are key to success in this area.

This is a full-time position with evening shifts from 5 PM to 1 AM (EET).

The position involves a rotating schedule of five 8-hour shifts per week (40 hours in total). Shifts may fall on any day from Monday to Sunday, and the schedule is created and/or updated monthly.

The schedule may also include official public holidays according to the national holiday calendar. Holiday shifts will be compensated either with additional pay or an extra day off.

If you feel that this position is exactly for you and you have all the necessary skills and experience, please send us your CV. We are looking forward to meeting you soon!

We are looking for a Middle Player Support Specialist to join the customer support team of an international iGaming platform. Please note: This role requires proficiency in either English (B2+) or French (B2+). You do not need to be fluent in both languages.

The role is focused on handling standard and non-standard player requests, supporting junior team members during daily operations, ensuring accurate case documentation, and escalating complex cases according to internal procedures.

This position is suitable for a support specialist with solid experience in customer communication, structured support operations, and digital products. The specialist should be able to work independently, maintain high communication standards, and contribute to stable daily support operations.

Key Responsibilities

• Provide professional customer support via live chat, email/tickets, and other approved communication channels.
• Handle standard and non-standard player requests related to:
  • account registration;
  • login and account access;
  • profile and account settings;
  • verification/KYC;
  • deposits and withdrawals;
  • bonuses and promotions;
  • game-related questions;
  • transaction history;
  • basic technical issues;
  • account restrictions and escalations.
• Work with internal tools, back-office systems, CRM/helpdesk platforms, macros, and knowledge base materials.
• Analyze customer cases and collect all required information before escalation.
• Escalate payment, withdrawal, verification, responsible gambling, complaint, security, fraud-related, or technical cases according to internal procedures.
• Support junior agents during shifts by helping with complex questions, unclear cases, and correct escalation logic.
• Ensure accurate case tagging, internal notes, and customer communication history.
• Monitor recurring customer issues and report potential product, payment, technical, or operational problems.
• Assist with improving internal procedures, macros, customer-facing articles, and internal knowledge base materials.
• Maintain high standards of written communication, accuracy, confidentiality, and customer care.
• Follow SLA, quality, escalation, and tone-of-voice requirements.

• Participate in team meetings, case reviews, and operational feedback sessions when required.

   

Requirements

• 3–5 years of experience in customer support within a digital product, online service, fintech, e-commerce, SaaS, gaming, or similar environment.
• Experience handling both standard and non-standard customer cases.
• Understanding of core support operations, including:
  • ticket handling;
  • live chat communication;
  • escalation logic;
  • SLA discipline;
  • internal notes;
  • case tagging;
  • customer communication standards.
• Experience working with CRM, helpdesk, back-office, ticketing, or similar support tools.
• Ability to communicate clearly, professionally, and accurately in written form.
• Ability to handle sensitive or dissatisfied customers in a calm and structured manner.
• Ability to follow internal procedures, approved wording, and escalation rules.
• Strong attention to detail when documenting cases and customer interactions.
• Good problem-solving skills and ability to keep structure in unclear situations.
• Ability to support junior team members during daily operations.

• High level of responsibility, confidentiality, and ownership of assigned tasks.

   

Nice to Have

• Previous experience in iGaming, online casino, sportsbook, betting, fintech, payments, or crypto support.
• Experience working with tools such as Zendesk, Intercom, Freshdesk, LiveChat or similar systems.
• Experience mentoring junior support agents or assisting with onboarding.
• Experience contributing to:
  • SOPs;
  • macros;
  • internal documentation;
  • customer-facing articles;
  • knowledge base materials.
• Basic understanding of responsible gambling, fraud indicators, chargebacks, or payment-risk escalation logic.
• Experience working in high-volume or shift-based support environments.

• Ability to provide useful operational feedback for process, product, and knowledge base improvements.

   

Language Requirements

• English: B2+ required; C1 preferred.
• French: preferred and considered a strong advantage.
• Strong written communication skills are required, as the role involves handling non-standard customer cases, escalations, and detailed explanations.
• Ability to explain payment, verification, bonus, technical, and account-related matters clearly and professionally.
• Ability to adapt communication style depending on customer situation, case sensitivity, and internal escalation requirements.
• Ability to read and work with English-language internal documentation, procedures, tools, and product materials.
• Ukrainian: fluent/native for internal communication.

We are looking for a Junior Player Support Specialist to join the customer support team of an international iGaming platform. We're looking for specialists with either English (B2+) OR French (B2+) language skills. Both languages are NOT required.

The ideal candidate has previous experience in customer support, understands how to communicate with customers in a structured and professional way, and is comfortable working with internal procedures, escalation rules, and support tools.

Experience in iGaming, fintech, payments, crypto, or other high-volume digital services will be considered a strong advantage.

Key Responsibilities

• Provide customer support via live chat, email/tickets, and other approved communication channels.
• Handle standard player requests related to:
  • account registration;
  • login and account access;
  • profile and account settings;
  • verification/KYC;
  • deposits and withdrawals;
  • bonuses and promotions;
  • game-related questions;
  • basic technical issues.
• Use internal tools, back-office systems, macros, and knowledge base materials to resolve customer cases.
• Collect and verify relevant information before escalating complex cases.
• Escalate payment, withdrawal, verification, technical, responsible gambling, complaint, or security-related cases according to internal procedures.
• Maintain accurate case documentation, tagging, and internal notes.
• Follow approved tone of voice, communication standards, and response quality requirements.
• Maintain confidentiality when working with customer data and internal information.
• Report recurring issues, unclear customer flows, and potential product or operational problems to the relevant internal stakeholders.

• Support updates to internal and customer-facing knowledge materials when required.

   

Requirements

• 1–2 years of experience in customer support.
• Experience in iGaming, fintech, crypto, payments, e-commerce, SaaS, or another digital product is an advantage.
• Understanding of standard support processes: ticket handling, escalation, SLA, internal notes, and customer communication standards.
• Ability to communicate clearly, politely, and professionally in written form.
• Ability to work with structured procedures, templates, and internal documentation.
• Strong attention to detail.
• Ability to remain calm and professional in difficult customer situations.
• Readiness to work with repetitive requests and follow strict internal processes.
• Basic understanding of deposits, withdrawals, KYC, bonuses, or online payment flows is an advantage.

• Experience with support tools such as Zendesk, Intercom, Freshdesk, LiveChat or similar systems is an advantage.

   

Language Requirements

• English: B2 or higher — mandatory
• Strong written communication skills are required, as the role is primarily focused on written customer support.
• Ability to communicate clearly, professionally, and accurately with international customers.

• Ukrainian: fluent/native for internal communication.

   

Key Responsibilities

• Hardware Setup & Logistics: Mass configuration of Meta Quest headsets (2, 3, 3S, Pro), including creating Meta accounts and installing proprietary apps ("Hawk", "Luminify", and "360 Player").
• L1 Support & Onboarding: Guiding new clients through the onboarding process, assisting with initial setup, receiving incoming requests, and resolving basic user queries.
• CRM Administration: Registering new headsets in the internal system, updating device statuses, and tracking hardware assignments to specific clients or exhibitions.
• Manual & Regression QA: Executing basic test cases before product releases, verifying content performance on devices, and logging test results.

• Event Assistance: Preparing, charging, and packing equipment for exhibitions, as well as assisting during public demo sessions.

   

Required Skills

• Communication & Empathy: Ability to calmly, clearly, and simply explain technical details to B2B clients (specifically in English) and team members.
• Attention to Detail: Meticulous approach to tracking hardware in the CRM and ensuring no mandatory steps are missed during the mass setup of multiple devices.
• Structured Approach: Ability to properly document support tickets and bug reports in Jira (providing clear problem descriptions, steps to reproduce, and logs).
• Independent Troubleshooting: Capability to independently find solutions for common mechanical or system errors before escalating the issue.
   

Required Knowledge

• Meta Quest Ecosystem: Solid understanding of the Meta OS, firmware update processes, controller mechanics, and setup via the mobile app.
• QA Basics: Understanding of software testing workflows and how to correctly report bugs.
• CRM & Task Trackers: Basic experience with, or the ability to quickly learn, internal accounting systems and tools like Jira.
• Technical Literacy: Understanding of basic networking principles (Wi-Fi, hotspots), which is crucial for synchronizing VR hardware and applications.

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 night shift Customer Support Agents to join our team! If you're a night owl who enjoys helping people and solving problems, we'd love to meet you.
 

What you'll be doing:

• Chatting with customers and helping them with their questions via chat, email, phone calls, and other channels
• Keeping in touch with your teammates throughout your shift so you can solve issues together
• Making sure every customer gets a friendly, clear, and helpful experience
   

What we're looking for:

• Got customer support experience? Awesome!
• No experience? That's totally okay too. If you're eager to learn, we'll teach you everything you need to know
• You're available to work night shifts (23:00 – 07:00)
• You stay calm when things get busy and genuinely enjoy helping people
• Your English is C1+ in both speaking and writing
   

What you'll get:

• Fully remote work - work from wherever you're most comfortable
• Extra bonuses for every night shift 🌙
• Full onboarding and training, so you'll never feel lost
• A friendly startup team
• Plenty of opportunities to learn, grow, and build your career in customer support
   

If helping people, solving problems, and working nights sounds like your thing, we'd love to hear from you! ✨

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 our customer support function for a growing 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 and R&D to improve the customer experience.

Key Responsibilities

• Lead and manage the User Support team and processes.
• Own support KPIs, SLAs, quality, and operational performance.
• Oversee customer inquiries related to accounts, subscriptions, payments, and content access.
• Manage support through Zendesk, App Store, and Google Play.
• Establish escalation processes and work closely with Product and R&D teams.
• Analyze customer feedback and identify product issues and improvement opportunities.
• Implement AI automation, self-service, macros, and workflows.
• Maintain the internal Knowledge Base and Help Center.

Requirements

• 4+ years in Customer Support, Customer Success, or Support Operations.
• 2+ years in a leadership or management role.
• Experience managing or scaling a support function.
• English C1/C2, excellent written communication.
• Strong experience with Zendesk, Intercom, or similar tools.
• Experience with support KPIs, SLAs, automation, and escalation processes.
• Strong analytical, organizational, and leadership skills.
• Ability to work independently in a remote environment.

Nice to Have

• Experience in streaming, entertainment, mobile apps, SaaS, or gaming.
• Experience with subscription-based products.
• Knowledge of Apple App Store and Google Play ecosystems.
• Experience with AI-powered support automation.
• Experience with Braze, Mixpanel, or similar tools.

Position Summary: 

The Retailer Support Representative is responsible for providing comprehensive technical and operational support to retailer partners across multiple client programs. This role requires flexibility and adaptability as agents support various customer accounts and may be assigned to new client programs as the company grows.

Key Responsibilities: 

Agents in this role handle both incoming and outgoing communications to ensure complete issue resolution.

• First Point of Contact: Act as the primary support contact for retailer inquiries across all active client programs
• Kiosk Troubleshooting (Touchpoint Support): Diagnose and resolve device power issues, network connectivity problems, scanner/printer malfunctions, and payment device errors
• Loyalty Program Support: Address loyalty program issues and provide general app support to retailers
• Marathon POS Configuration Support: Provide basic setup guidance, verify configurations, and coordinate with the support team for complex POS requests
• CRM Ticket Management: Triage and respond to support inquiries, accurately documenting issue details, troubleshooting steps, and resolutions
• Knowledge Base Utilization: Apply macros, KB articles, and established troubleshooting flows to resolve common issues efficiently
• Guided Troubleshooting: Walk retailers through common fixes including kiosk reboots, connectivity checks (Wi-Fi/Ethernet/VPN), and app reinstall or settings verification
• Outgoing Communication: Proactively contact retailers and on-site personnel to gather additional information, verify issue resolution, and coordinate troubleshooting steps, or to reach the other aim defined by the project.
• Multi-Project Coverage: Provide support across all active client programs (currently Touchpoint and Marathon ARCO Rewards) with readiness to support new customers as onboarded
• Escalation Management: Escalate tickets appropriately to Platform Support, Engineering, or Hardware Ops when issues fall outside first-contact resolution scope
• L1 Escalation Handling: Receive and resolve escalated cases from Level 1 members support team, providing guidance and advanced troubleshooting
• Documentation Maintenance: Collaborate with internal teams to keep support documentation current and identify gaps in the knowledge base
• Continuous Learning: Participate in ongoing training to stay informed on product updates, configuration changes, and support processes

Qualifications: 

• 1+ year of experience in customer support, help desk, or technical troubleshooting roles 
• Familiarity with kiosk systems, POS hardware, or retail environments preferred 
• Basic understanding of network troubleshooting (Wi-Fi, Ethernet, VPN, static IP) 
• Ability to manage multiple cases at once while staying organized and responsive 
• Excellent communication skills — able to clearly explain solutions to both technical and non-technical users 
• Experience with Freshdesk, Jira, or similar ticketing tools is a plus 
• Exposure to MDM tools and payment hardware is helpful but not required 

Schedule: 

• Mon-Fri 9am-6pm ET

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!

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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.