Team In UA

Team in UA is looking for a Support Shift Lead to lead 24/7 support team. This role is for a team supporting one of Team in UA's clients, DSC Video. You'll be responsible for keeping live operations running smoothly, ensuring nothing falls through the cracks during shift handovers, and serving as a bridge between our support function, engineering teams, and customers.

This role requires someone who thrives in fast-paced, high-stakes environments - live sports don't wait, and neither can we!

This is a full-time position, requiring successful applicants to work a fixed shift schedule to ensure 24/7 coverage.

Responsibilities

• Lead and coordinate a shift on our 24/7 support team, managing workload distribution and ticket allocation 
• Own shift transitions, ensuring comprehensive handovers so no open issues are lost between shifts
• Provide first and second-line technical support to customers, including troubleshooting live streaming issues and answering integration questions
• Escalate complex technical issues appropriately and track them through to resolution
• Communicate proactively with customers during live events and incidents
• Provide feedback to the Support Manager on team performance, process improvements, and training needs
• Collaborate with engineering teams to surface feature requests, operational pain points, and recurring technical issues
• Document incidents, resolutions, and emerging patterns to improve team knowledge and response times

Requirements

• 3+ years experience in technical support
• Strong troubleshooting skills and comfort with technical concepts (APIs, streaming protocols, integrations)
• Excellent written and verbal communication skills
• Ability to stay calm and decisive under pressure during live events
• Highly organised with strong attention to detail, particularly around handovers and documentation

Nice to Have

• Previous experience leading or coordinating a team, even informally
• Experience with ticketing systems and support tooling
• Comfortable working rotating shifts as part of a 24/7 operation

About DSC Video

DSC Video is a platform-as-a-service partner delivering live streamed sports events from around the world to customers and their end consumers. Our technical support team operates around the clock to ensure seamless delivery of live content across global time zones.

We're looking for Technical Support Agents to join our 24/7 support team. You'll work alongside a Support Shift Lead, handling inbound customer queries, coordinating with production partners to ensure smooth live event delivery, and serving as the front line for our platform.

This is an excellent opportunity for someone early in their career who is technically curious, a strong communicator, and energised by the fast-paced nature of live events. You'll learn a lot, work on real problems in real time, and play a direct role in keeping live sports on air for viewers around the world.

Responsibilities

• Respond to inbound customer queries via our ticketing system, providing timely and helpful support
• Coordinate with production partners to ensure live events are delivered smoothly and issues are resolved quickly
• Monitor live event delivery and flag issues proactively before they escalate
• Troubleshoot technical issues related to streaming, integrations, and platform access
• Document incidents, resolutions, and useful information for the team knowledge base
• Escalate complex issues to the Support Shift Lead or engineering teams as appropriate
• Participate in shift handovers, ensuring open items are clearly communicated to the incoming team
• Provide feedback on recurring issues, customer pain points, and potential improvements

Requirements

• Strong written and verbal communication skills in English
• Comfortable learning technical concepts - you don't need to be an engineer, but you should be curious and quick to pick things up
• Organized and detail-oriented, able to manage multiple queries and priorities at once
• Calm under pressure and able to think clearly during live events
• Reliable and punctual: shift-based work requires consistency
• Comfortable working rotating shifts as part of a 24/7 operation, including nights and weekends
• Team player who communicates openly and supports colleagues

What You'll Learn

• How live streaming platforms work at scale
• Technical troubleshooting across video delivery, APIs, and integrations
• Incident management and escalation in a live operations environment
• How to work effectively in a fast-paced, globally distributed team

About DSC Video

DSC Video is a platform-as-a-service partner delivering live streamed sports events from around the world to customers and their end consumers. Our technical support team operates around the clock to ensure seamless delivery of live content across global time zones.

Team in UA is looking for a Head of Support to own and lead a customer support and live operations team in Poland. This role is for a team supporting one of Team in UA's clients, DSC Video. You'll be responsible for building, managing, and continuously improving a 24/7 support team that delivers world-class service to our customers and partners.

This is a hands-on leadership role. You'll set the strategy and standards for support operations while staying close enough to the work that you can step in during critical moments. You'll be the person accountable for meeting our support SLAs and ensuring that when live events are on the line, our team delivers. 

Responsibilities

• Lead and manage the support organisation, including Support Shift Leads and Technical Support Agents
• Build, grow, and develop the support team with a focus on hiring, onboarding, coaching, and performance management
• Establish and maintain the shift rotation to ensure consistent 24/7 coverage
• Define, document, and enforce support processes, playbooks, and best practices
• Own platform and response time SLAs: tracking, reporting, and ensuring we meet our commitments
• Step in to cover shifts as needed during periods of high demand, incidents, or team gaps
• Work cross-functionally with engineering, integrations, and commercial teams to manage escalations and drive performance and process improvements
• Identify operational risks and opportunities, surfacing insights from support data to inform product and business decisions
• Establish feedback loops between support and engineering to address recurring issues and improve platform reliability

• Champion a culture of accountability, continuous improvement, and customer-first thinking

   

Requirements

• Proven experience leading a technical support or live operations team, ideally in a 24/7 environment
• Track record of building and scaling support functions including hiring, training, and developing team members
• Strong understanding of SLA management, including defining metrics, tracking performance, and driving accountability
• Comfortable with technical concepts and able to engage credibly on streaming, APIs, and integrations
• Excellent communication skills, able to represent support at a senior level internally and externally
• Highly organised with strong operational instincts and attention to detail

• Willingness to be hands-on when the situation demands it, including covering shifts

   

Nice to Have

• Experience working cross-functionally with engineering, product, and commercial teams
• Familiarity with support tooling, ticketing systems, and incident management platforms

• Background in platform-as-a-service or B2B2C business models

   

About DSC Video

DSC Video is a platform-as-a-service partner delivering live streamed sports events from around the world to customers and their end consumers. Our technical support team operates around the clock to ensure seamless delivery of live content across global time zones.

We’re looking for Technical Support Agents to join our growing 24/7 support team in Poland, as part of our expansion, alongside our core operations in Kyiv. You'll work alongside a Support Shift Lead, handling inbound customer queries, coordinating with production partners to ensure smooth live event delivery, and serving as the front line for our platform.

This is an excellent opportunity for someone early in their career who is technically curious, a strong communicator, and energised by the fast-paced nature of live events. You'll learn a lot, work on real problems in real time, and play a direct role in keeping live sports on air for viewers around the world.

Responsibilities

• Respond to inbound customer queries via our ticketing system, providing timely and helpful support
• Coordinate with production partners to ensure live events are delivered smoothly and issues are resolved quickly
• Monitor live event delivery and flag issues proactively before they escalate
• Troubleshoot technical issues related to streaming, integrations, and platform access
• Document incidents, resolutions, and useful information for the team knowledge base
• Escalate complex issues to the Support Shift Lead or engineering teams as appropriate
• Participate in shift handovers, ensuring open items are clearly communicated to the incoming team
• Provide feedback on recurring issues, customer pain points, and potential improvements

Requirements

• Strong written and verbal communication skills in English
• Comfortable learning technical concepts - you don't need to be an engineer, but you should be curious and quick to pick things up
• Organized and detail-oriented, able to manage multiple queries and priorities at once
• Calm under pressure and able to think clearly during live events
• Reliable and punctual: shift-based work requires consistency
• Comfortable working rotating shifts as part of a 24/7 operation, including nights and weekends
• Team player who communicates openly and supports colleagues

What You'll Learn

• How live streaming platforms work at scale
• Technical troubleshooting across video delivery, APIs, and integrations
• Incident management and escalation in a live operations environment
• How to work effectively in a fast-paced, globally distributed team

About DSC Video

DSC Video is a platform-as-a-service partner delivering live streamed sports events from around the world to customers and their end consumers. Our technical support team operates around the clock to ensure seamless delivery of live content across global time zones.

Required languages

English

B2 - Upper Intermediate

About Team In UA

Team in UA is a software development company specializing in providing product-team-as-a-service to our clients. We merge product-focused development expertise with best practices in outsourced software development to deliver world-class software solutions. We are driven by a deep understanding of our clients' business goals and are passionate about solving business and end-user challenges through technology.

We’re looking for Technical Support Agents to join our support team in Kyiv. You’ll work alongside a Support Shift Lead, handling inbound customer queries, coordinating with production partners to ensure smooth live event delivery, and serving as the front line for our platform.

This is an excellent opportunity for someone early in their career who is technically curious, a strong communicator, and energized by the fast-paced nature of live events. You’ll learn a lot, work on real problems in real time, and play a direct role in keeping live sports on air for viewers around the world.

Shift Schedule
This role operates on day and evening shifts as part of a shift-based support structure (no night shifts).

Responsibilities

• Respond to inbound customer queries via our ticketing system, providing timely and helpful support
• Coordinate with production partners to ensure live events are delivered smoothly and issues are resolved quickly
• Monitor live event delivery and flag issues proactively before they escalate
• Troubleshoot technical issues related to streaming, integrations, and platform access
• Document incidents, resolutions, and useful information for the team knowledge base
• Escalate complex issues to the Support Shift Lead or engineering teams as appropriate
• Participate in shift handovers, ensuring open items are clearly communicated to the incoming team
• Provide feedback on recurring issues, customer pain points, and potential improvements

Requirements

• Strong written and verbal communication skills in English
• Comfortable learning technical concepts - you don't need to be an engineer, but you should be curious and quick to pick things up
• Organised and detail-oriented, able to manage multiple queries and priorities at once
• Calm under pressure and able to think clearly during live events
• Reliable and punctual: shift-based work requires consistency
• Comfortable working rotating shifts as part of a 24/7 operation, including nights and weekends
• Team player who communicates openly and supports colleagues

Nice to Have

• Previous experience in customer support, technical support, or a help desk environment
• Interest in or familiarity with live streaming, video, or sports broadcasting
• Exposure to ticketing systems, CRMs, or support tooling
• Basic understanding of APIs, web technologies, or streaming protocols

What You'll Learn

• How live streaming platforms work at scale
• Technical troubleshooting across video delivery, APIs, and integrations
• Incident management and escalation in a live operations environment
• How to work effectively in a fast-paced, globally distributed team

About DSC Video

DSC Video is a platform-as-a-service partner delivering live streamed sports events from around the world to customers and their end consumers. Our technical support team operates around the clock to ensure seamless delivery of live content across global time zones.

We're looking for Technical Support Agents to join our 24/7 support team in Kyiv. You'll work alongside a Support Shift Lead, handling inbound customer queries, coordinating with production partners to ensure smooth live event delivery, and serving as the front line for our platform.

This is an excellent opportunity for someone early in their career who is technically curious, a strong communicator, and energised by the fast-paced nature of live events. You'll learn a lot, work on real problems in real time, and play a direct role in keeping live sports on air for viewers around the world.

Responsibilities

• Respond to inbound customer queries via our ticketing system, providing timely and helpful support
• Coordinate with production partners to ensure live events are delivered smoothly and issues are resolved quickly
• Monitor live event delivery and flag issues proactively before they escalate
• Troubleshoot technical issues related to streaming, integrations, and platform access
• Document incidents, resolutions, and useful information for the team knowledge base
• Escalate complex issues to the Support Shift Lead or engineering teams as appropriate
• Participate in shift handovers, ensuring open items are clearly communicated to the incoming team
• Provide feedback on recurring issues, customer pain points, and potential improvements

Requirements

• Strong written and verbal communication skills in English
• Comfortable learning technical concepts - you don't need to be an engineer, but you should be curious and quick to pick things up
• Organized and detail-oriented, able to manage multiple queries and priorities at once
• Calm under pressure and able to think clearly during live events
• Reliable and punctual: shift-based work requires consistency
• Comfortable working rotating shifts as part of a 24/7 operation, including nights and weekends
• Team player who communicates openly and supports colleagues

What You'll Learn

• How live streaming platforms work at scale
• Technical troubleshooting across video delivery, APIs, and integrations
• Incident management and escalation in a live operations environment
• How to work effectively in a fast-paced, globally distributed team

About DSC Video

DSC Video is a platform-as-a-service partner delivering live streamed sports events from around the world to customers and their end consumers. Our technical support team operates around the clock to ensure seamless delivery of live content across global time zones.

Team in UA is looking for a Head of Support to own and lead a customer support and live operations team. This role is for a team supporting one of Team in UA's clients, DSC Video. You'll be responsible for building, managing, and continuously improving a 24/7 support team that delivers world-class service to our customers and partners.

This is a hands-on leadership role. You'll set the strategy and standards for support operations while staying close enough to the work that you can step in during critical moments. You'll be the person accountable for meeting our support SLAs and ensuring that when live events are on the line, our team delivers. 

This is a full-time position requiring the successful candidate to work 5 days a week, 8 hours a day, from our Lviv office. 

Responsibilities

• Lead and manage the support organisation, including Support Shift Leads and Technical Support Agents
• Build, grow, and develop the support team with a focus on hiring, onboarding, coaching, and performance management
• Establish and maintain the shift rotation to ensure consistent 24/7 coverage
• Define, document, and enforce support processes, playbooks, and best practices
• Own platform and response time SLAs: tracking, reporting, and ensuring we meet our commitments
• Step in to cover shifts as needed during periods of high demand, incidents, or team gaps
• Work cross-functionally with engineering, integrations, and commercial teams to manage escalations and drive performance and process improvements
• Identify operational risks and opportunities, surfacing insights from support data to inform product and business decisions
• Establish feedback loops between support and engineering to address recurring issues and improve platform reliability

• Champion a culture of accountability, continuous improvement, and customer-first thinking

   

Requirements

• Proven experience leading a technical support or live operations team, ideally in a 24/7 environment
• Track record of building and scaling support functions including hiring, training, and developing team members
• Strong understanding of SLA management, including defining metrics, tracking performance, and driving accountability
• Comfortable with technical concepts and able to engage credibly on streaming, APIs, and integrations
• Excellent communication skills, able to represent support at a senior level internally and externally
• Highly organised with strong operational instincts and attention to detail

• Willingness to be hands-on when the situation demands it, including covering shifts

   

Nice to Have

• Experience working cross-functionally with engineering, product, and commercial teams
• Familiarity with support tooling, ticketing systems, and incident management platforms

• Background in platform-as-a-service or B2B2C business models

   

About DSC Video

DSC Video is a platform-as-a-service partner delivering live streamed sports events from around the world to customers and their end consumers. Our technical support team operates around the clock to ensure seamless delivery of live content across global time zones.

Team in UA is looking for a Support Shift Lead to lead 24/7 support team in Poland, as part of our expansion, alongside our core operations in Kyiv. This role is for a team supporting one of Team in UA's clients, DSC Video. You'll be responsible for keeping live operations running smoothly, ensuring nothing falls through the cracks during shift handovers, and serving as a bridge between our support function, engineering teams, and customers.

This role requires someone who thrives in fast-paced, high-stakes environments - live sports don't wait, and neither can we!

This is a full-time position, requiring successful applicants to work a fixed shift schedule to ensure 24/7 coverage.

Responsibilities

• Lead and coordinate a shift on our 24/7 support team, managing workload distribution and ticket allocation 
• Own shift transitions, ensuring comprehensive handovers so no open issues are lost between shifts
• Provide first and second-line technical support to customers, including troubleshooting live streaming issues and answering integration questions
• Escalate complex technical issues appropriately and track them through to resolution
• Communicate proactively with customers during live events and incidents
• Provide feedback to the Support Manager on team performance, process improvements, and training needs
• Collaborate with engineering teams to surface feature requests, operational pain points, and recurring technical issues
• Document incidents, resolutions, and emerging patterns to improve team knowledge and response times

Requirements

• 3+ years experience in technical support
• Strong troubleshooting skills and comfort with technical concepts (APIs, streaming protocols, integrations)
• Excellent written and verbal communication skills
• Ability to stay calm and decisive under pressure during live events
• Highly organised with strong attention to detail, particularly around handovers and documentation

Nice to Have

• Previous experience leading or coordinating a team, even informally
• Experience with ticketing systems and support tooling
• Comfortable working rotating shifts as part of a 24/7 operation

About DSC Video

DSC Video is a platform-as-a-service partner delivering live streamed sports events from around the world to customers and their end consumers. Our technical support team operates around the clock to ensure seamless delivery of live content across global time zones.

We're looking for Technical Support Agents to join our 24/7 support team in Kyiv. You'll work alongside a Support Shift Lead, handling inbound customer queries, coordinating with production partners to ensure smooth live event delivery, and serving as the front line for our platform.

This is an excellent opportunity for someone early in their career who is technically curious, a strong communicator, and energised by the fast-paced nature of live events. You'll learn a lot, work on real problems in real time, and play a direct role in keeping live sports on air for viewers around the world.

Responsibilities

• Respond to inbound customer queries via our ticketing system, providing timely and helpful support
• Coordinate with production partners to ensure live events are delivered smoothly and issues are resolved quickly
• Monitor live event delivery and flag issues proactively before they escalate
• Troubleshoot technical issues related to streaming, integrations, and platform access
• Document incidents, resolutions, and useful information for the team knowledge base
• Escalate complex issues to the Support Shift Lead or engineering teams as appropriate
• Participate in shift handovers, ensuring open items are clearly communicated to the incoming team
• Provide feedback on recurring issues, customer pain points, and potential improvements

Requirements

• Strong written and verbal communication skills in English
• Comfortable learning technical concepts - you don't need to be an engineer, but you should be curious and quick to pick things up
• Organised and detail-oriented, able to manage multiple queries and priorities at once
• Calm under pressure and able to think clearly during live events
• Reliable and punctual: shift-based work requires consistency
• Comfortable working rotating shifts as part of a 24/7 operation, including nights and weekends
• Team player who communicates openly and supports colleagues

Nice to Have

• Previous experience in customer support, technical support, or a help desk environment
• Interest in or familiarity with live streaming, video, or sports broadcasting
• Exposure to ticketing systems, CRMs, or support tooling
• Basic understanding of APIs, web technologies, or streaming protocols

What You'll Learn

• How live streaming platforms work at scale
• Technical troubleshooting across video delivery, APIs, and integrations
• Incident management and escalation in a live operations environment
• How to work effectively in a fast-paced, globally distributed team

About DSC Video

DSC Video is a platform-as-a-service partner delivering live streamed sports events from around the world to customers and their end consumers. Our technical support team operates around the clock to ensure seamless delivery of live content across global time zones.

We’re looking for Technical Support Agents to join our 24/7 support team in a fully remote, night shift role. You’ll work closely with a Support Shift Lead, handling inbound customer queries, coordinating with production partners, and acting as the front line for our platform during critical overnight hours.

This is an excellent opportunity for someone early in their career who is technically curious, a strong communicator, and energised by the fast-paced nature of live events. You'll learn a lot, work on real problems in real time, and play a direct role in keeping live sports on air for viewers around the world.

Responsibilities

• Respond to inbound customer queries via our ticketing system, providing timely and helpful support
• Coordinate with production partners to ensure live events are delivered smoothly and issues are resolved quickly
• Monitor live event delivery and flag issues proactively before they escalate
• Troubleshoot technical issues related to streaming, integrations, and platform access
• Document incidents, resolutions, and useful information for the team knowledge base
• Escalate complex issues to the Support Shift Lead or engineering teams as appropriate
• Participate in shift handovers, ensuring open items are clearly communicated to the incoming team
• Provide feedback on recurring issues, customer pain points, and potential improvements

Requirements

• Strong written and verbal communication skills in English
• Comfortable learning technical concepts - you don't need to be an engineer, but you should be curious and quick to pick things up
• Organized and detail-oriented, able to manage multiple queries and priorities at once
• Calm under pressure and able to think clearly during live events
• Reliable and punctual: shift-based work requires consistency
• Comfortable working rotating shifts as part of a 24/7 operation, including nights and weekends
• Team player who communicates openly and supports colleagues

What You'll Learn

• How live streaming platforms work at scale
• Technical troubleshooting across video delivery, APIs, and integrations
• Incident management and escalation in a live operations environment
• How to work effectively in a fast-paced, globally distributed team

About DSC Video

DSC Video is a platform-as-a-service partner delivering live streamed sports events from around the world to customers and their end consumers. Our technical support team operates around the clock to ensure seamless delivery of live content across global time zones.