Jobs Customer/Technical Support

Employment: Contract-based cooperation (self-employed / individual entrepreneur status, where applicable)
Payment: Bank transfer
The schedule is 5 days per week, with 9-hour shifts:
Morning: 06:00–15:00
Afternoon: 14:00–23:00
Night: 23:00–08:00
Breaks: 1-hour lunch break and three 15-minute breaks.

Responsibilities

• Handle customer inquiries during the initial onboarding period.
• Develop a strong understanding of the product, internal processes, and customer support standards.
• Build and lead a Customer Support team as the project grows.
• Distribute workloads and coordinate daily team operations.
• Monitor response quality and adherence to established procedures.
• Review support cases, identify recurring errors, and provide constructive feedback.
• Coach team members and support their professional development.
• Help improve support workflows, communication standards, and operational efficiency.

Requirements

• Experience in Customer Support, including practical experience handling customer inquiries.
• Previous team leadership or supervisory experience is an advantage.
• Strong communication and people-management skills.
• Ability to assess support quality, identify errors, and provide actionable feedback.
• A structured, proactive approach to problem-solving and daily operations.
• Willingness to work rotating shifts, including overnight shifts.
• Ability to work on-site in Prague.

Title: Service Management Analyst
Reports to: Manager, Service Management
Department: Service Management
Location: Ukraine – Remote
Schedule: 9:00 AM – 6:00 PM Eastern Time
Term: International Contractor

About Atlas Technica

Atlas Technica’s mission is to shoulder IT management, user support, and cybersecurity for our clients, who are hedge funds and other investment firms. Founded in 2016, we have grown year over year through our uncompromising focus on service.

We value ownership, execution, growth, intelligence, and camaraderie. We are looking for people who share our Core Values, thrive, and contribute to this environment while putting the customer first. At Atlas Technica, we offer a competitive salary, comprehensive benefits, and great perks to our global Team. We strive to maintain a professional yet friendly environment while promoting professional and career development for our Team Members. Join Atlas Technica now!

Position Overview

We are seeking a Service Management Analyst to join our growing Service Management team. This is a proactive, client-facing role responsible for improving service performance, driving accountability, and coordinating cross-functional resolution of incidents, problems, risks, and service-improvement initiatives across assigned client environments.

The Service Management Analyst will lead ITIL-aligned Incident and Problem Management activities, facilitate Root Cause Analyses, support Major Incident Management events, monitor client service health, and partner across Service teams to ensure issues are resolved thoroughly and recurring problems are addressed at their source.

The successful candidate will combine strong operational judgment, analytical thinking, client communication, and follow-through with the ability to influence technical and non-technical teams without direct authority. Success in this role will be reflected through improved SLA performance, reduced recurring incidents and backlog, stronger client satisfaction, high-quality incident and RCA documentation, timely reporting, effective compliance follow-through, and proactive identification of service risks before they become client-impacting issues.

Position Responsibilities:

• Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog-reduction initiatives
• Identify recurring incidents, trends, and systemic issues that require Problem Management and coordinate the appropriate follow-through
• Facilitate Root Cause Analyses, ensuring technical contributors provide complete findings and documentation meets internal and client-ready quality standards
• Support Major Incident Management activities in partnership with the Incident Response Manager, including coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks
• Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and other operational indicators to identify emerging risks and improvement opportunities
• Prepare and lead client Quarterly Business Reviews, presenting service performance, trends, risks, incidents, problems, and improvement initiatives to internal and external stakeholders
• Own and drive Service Improvement Plans and other corrective-action initiatives designed to improve service quality, reduce recurring issues, and strengthen client satisfaction
• Deliver accurate, timely service reporting and dashboards while translating performance data into actionable insights for leadership and service teams
• Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions across Service functions
• Track adherence to ITIL-aligned processes and document gaps, exceptions, risks, and recommended improvements
• Partner with Service teams to create and improve playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices
• Coordinate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams to improve handoffs, reduce process friction, and strengthen accountability

• Communicate service status, risks, dependencies, actions, and recommendations clearly and professionally to technical teams, business stakeholders, leadership, and clients

   

Requirements:

• 2–5 years of experience in service delivery, IT operations, service management, or a related operational role; equivalent demonstrated experience may be considered
• Working knowledge of ITIL practices, including Incident Management, Problem Management, Change Management, and continual service improvement
• Experience supporting Major Incident Management workflows and Root Cause Analysis documentation
• Strong analytical and reporting skills with the ability to interpret service metrics, SLAs, KPIs, trends, and performance data
• Ability to influence technical teams, drive accountability, and achieve outcomes without direct reporting authority
• Ability to communicate technical issues, service risks, and recommendations clearly to technical and non-technical stakeholders
• Strong organizational skills with the ability to manage multiple priorities, deadlines, follow-up activities, and cross-functional dependencies
• Strong written and verbal communication skills, including experience supporting client-facing communications, service reviews, or business-review materials
• Experience working with ITSM, ticketing, reporting, dashboard, or data-visualization platforms
• Strong attention to detail with the ability to produce accurate, complete, and professional incident, RCA, compliance, and service documentation
• Bachelor’s degree or equivalent relevant professional experience

• Ability to work remotely from Ukraine while maintaining consistent availability during the required 9:00 AM – 6:00 PM Eastern Time schedule

   

Desirable Qualities:

• Experience working within a Managed Service Provider, IT services, professional services, or multi-client technology environment
• Familiarity with ConnectWise Manage or a similar IT service-management platform
• Experience supporting audit tracking, policy compliance, process governance, or control-monitoring activities
• Experience preparing or presenting Quarterly Business Reviews, client health reporting, or service-performance reviews
• Experience developing dashboards or reports using Power BI, Excel, or similar analytics tools
• Experience identifying recurring service issues and translating operational data into practical improvement initiatives
• Strong understanding of service-quality, customer-satisfaction, and continual-improvement principles
• Familiarity with working across globally distributed technical and operational teams

Atlas Technica is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Welcome to Retenza  - an environment where everyone learns something new, develops their skills, builds a career, and makes an impact on our shared results.

We are an international outsourcing company collaborating with leading iGaming products. Our team of over 100 professionals works daily to advance customer support, user retention, and operational processes.

Our team is looking for a Support Manager - someone who loves helping others, finds solutions quickly, and strives to grow in the field of customer service.

If you plan to build a career and grow in a stable, large company with a clear career path and bright prospects, you belong with us!

Your mission, should you choose to accept it:

1. Process and resolve incoming queries via live chat and email;
2. Work with CRM / HelpDesk systems;
3. Consult users on ongoing questions;

4. Follow internal guidelines and meet KPIs.

    

What we offer:

1. Great start with no prior experience needed - all you need is drive;
2. Space to bring your boldest ideas and innovations to life;
3. Fully remote work format;
4. Career growth
5. Stable payouts twice a month;

6. Paid time off, sick leave compensation, plus an extra day off on your birthday.

    

Apply if you:

1. Are ready to learn from scratch;
2. Pay attention to detail, don't get lost in chaos, and do everything possible to keep the user satisfied;
3. Possess strong communication skills;
4. Are ready for a shift schedule 

5. Native-level proficiency in Kazakh.

    

We are looking forward to welcoming you to Retenza!

Apply for the position, and if your background matches our requirements, we will definitely get in touch to tell you more about the company, the team, and the next selection steps.

See you soon!

We are a modern online project with an international audience, where user experience, response speed, and security play a key role. As we continue to grow, we are looking for a Night Support Manager to help us maintain a high level of service.

Responsibilities:
— Handle incoming user requests via LiveChat
— Assist with technical, general, and payment-related inquiries
— Provide guidance on platform functionality, bonus policies, and verification procedures
— Escalate complex cases to relevant teams
— Contribute to the improvement of internal support processes

Requirements:
— English proficiency at B2 level or higher
— Stress resistance and strong attention to detail
— Technical literacy, understanding of blockchain fundamentals
— Experience in iGaming is preferred but not mandatory
— Experience with LiveChat or similar systems is a plus

What we offer:
— Remote work with a 2/2 shift schedule
— Salary in white USDT crypto
— Training and support from an experienced international team
— Opportunity for growth within the project

Company: A fast-growing Ukrainian company operating two international brands

Location: Remote

Type: Full-time. Evening and Night Shifts.

Language: English (external communication), Ukrainian (internal communication)

About Us

We are a fast-growing Ukrainian company operating two international brands: one specializing in full-service short-term rental property management (Airbnb and vacation rentals across Canada, the USA, and Dubai) and one operating in the health and wellness space, helping adults look and feel their best through evidence-based treatments delivered by licensed providers.

Together, our two brands are growing fast, and we're hiring a Chat Manager / Concierge Service Manager to join our remote support team. In this role, you'll manage guest communication for our short-term rental brand and client communication for our health and wellness brand, giving you exposure to two very different industries.

Responsibilities

• Respond to guest inquiries and messages for our short-term rental brand on platforms like Airbnb and VRBO
• Respond to client inquiries and messages for our health and wellness brand across chat, email, and other support channels
• Handle guest and client requests, concerns, and questions in a timely, polite, and professional manner
• Coordinate check-ins, check-outs, and special requests with internal operations staff
• Support health and wellness clients with general inquiries and appointment/consultation scheduling, routing any clinical questions to the appropriate licensed provider (no medical advice is given by this role)
• Manage guest and client communication during evening and night shifts
• Ensure high standards of hospitality and customer/client satisfaction across both brands

Requirements

• English: Intermediate to Upper-Intermediate (written and spoken)
• Strong writing skills with a polite, clear, and professional tone
• Experience in customer support or hospitality is a plus
• Comfortable communicating with two different types of customers (short-term rental guests and health & wellness clients)
• Ability to multitask and manage multiple chats
• Stable internet connection
• Responsible and responsive during assigned shifts

What We Offer

• Long-term remote position with a growing international company operating two brands
• Evening and night shift availability
• Supportive team and clear communication processes
• Valuable experience across the hospitality/property tech and health & wellness industries
• Monthly salary tied to the US dollar

ThingsBoard, Inc. was founded in 2016. We develop software products for IoT (Internet of Things). Our Private Cloud department runs dedicated ThingsBoard environments for 40+ enterprise customers on AWS, GCP, Azure and StackIT, including some of the largest IoT deployments on the platform.
We are looking for a technical Customer Success Manager to own our largest enterprise accounts: making sure they get value fast, their environments stay up to date, and their teams bring new use cases to production faster. This is not a sales role: pricing, contracts and renewals are handled by Sales.

Requirements:
— 4+ years in a customer-facing technical role (Technical Account Manager, Solutions Engineer, Customer Success Engineer, Implementation Engineer).
— Hands-on experience with IoT or data platforms: you have built or integrated solutions yourself.
— Good understanding of IoT protocols (MQTT, HTTP, CoAP), REST APIs and JSON.
— Scripting skills in JavaScript or Python. Basic SQL.
— Understanding of cloud infrastructure: Kubernetes, managed databases, load balancers.
— Experience working with enterprise stakeholders, from engineers to management.
— Strong English skills (C1).
— A proactive and structured approach.

Responsibilities:
— Be the main point of contact for 2 strategic enterprise customers at the start, growing to 4–6.
— Advise customer engineers on mapping use cases onto ThingsBoard: device profiles, rule chains, integrations, dashboards, alarms, multi-tenancy.
— Review customer solutions and recommend best practices for performance and scale.
— Build quick proofs of concept and examples that unblock customer teams.
— Plan and control upgrades and maintenance of customer environments together with our Reliability Engineers.
— Work on security and compliance questionnaires together with the engineering team.
— Demo new ThingsBoard features (Trendz, Edge, mobile app) and drive adoption.
— Collect customer feedback and run regular business reviews.

Key Challenges for the First Year:
1. Enterprise Account Ownership: Took ownership of 2 strategic enterprise accounts, becoming their primary point of contact and technical advisor. Retained both accounts throughout the year.
2. Customer Success & Adoption: Helped each customer bring at least one new use case into production faster through technical guidance, architecture reviews, or proof of concept (PoC) development.
3. Proactive Maintenance & Communication: Ensured 100% of planned upgrades and maintenance activities were communicated to customers at least 2 weeks in advance, with no unexpected disruptions.
4. Account Health & Business Reviews: Conducted quarterly business reviews for every account and kept CRM account health records consistently up to date.
5. Revenue Growth & Portfolio Expansion: Increased recurring revenue from these customers (plans, instances, and add-ons) by at least 6% year over year and expanded the portfolio to 4–6 enterprise accounts.

Will be a plus:
— Experience with ThingsBoard.
— German language.
— Experience with security questionnaires and enterprise procurement.

What We Offer:
— Working on an open-source IoT platform with thousands of installations globally.
— Work with the largest enterprise IoT deployments on the platform.
— Competitive salary plus annual performance bonuses.
— Office in Kyiv, hybrid format, flexible hours.
— An experienced team without bureaucratic overhead.
— Career growth and regular salary reviews.
— Medical insurance, complimentary English classes.
— Team-building and corporate events.

By submitting your CV, you consent to ThingsBoard Inc collecting and processing your personal data for recruitment purposes in accordance with our Privacy Policy and ISO 27001 requirements. Your data will be retained for 12 months from the date of submission and securely deleted thereafter unless you are hired. You may withdraw consent at any time by contacting us.

NuxGame works with iGaming operators of all scales helping companies access new markets or enhance their existing brands. As a casino gaming software company, NuxGame provides solutions that allow building outstanding brands and fulfilling your business goals.We are looking for a Support Manager to join our team.

What we expect from the candidate:

- Confident command of the English language, because we work with foreign markets (only written communication, and chat support);

- Knowledge of other languages will be a great advantage;

- Work experience in gambling/betting or gaming will be a plus;

- Technical background will be a plus;

- Competent oral and written language;

- Responsibility, high attentiveness, diligence, and ability to work in a team.

- 1.5 years of Support Experience
 

Your position will include:

- After-sales software customer support in English chat.

What we offer:

- Work schedule: 10:00-18:00/18:00-02:00/02:00-10:00, 21-23 shifts per month (8-night shifts), 8-9 days off;

- Timely payment of wages, official employment.

- Friendly, cheerful team and a pleasant atmosphere without pressure, stress, and other negativity;

We believe in the importance of unlocking the inner potential of each team member, we have an open and democratic system of work organization.

We are waiting for you on our team!

We’re excited to welcome Customer Support Agents who speak French fluently, enjoy helping people, and want to grow together with a supportive team.
 

What you'll be doing:
- Helping customers with their questions and concerns across multiple channels (chat, email, phone calls, etc.)
- Staying in touch with the team during your shift to solve issues faster together
- Making sure each customer gets clear, friendly, and helpful responses

What we’re looking for:
- Prior experience in support? Great!
No experience? Also great — we love people who are eager to learn!
- You’re okay with our schedule: Mn-Fr 9 a.m. - 6 p.m. CT
- You're calm under pressure and genuinely care about helping people
- You’re comfortable communicating in French and English, both written and spoken — at least B2 level

What you’ll get:
- 100% remote work — wherever you feel most productive
- Full onboarding & training — we won’t leave you guessing
- Supportive startup vibe — small team, no bureaucracy
- Room to grow and become a pro in customer support
 

If you're someone who enjoys solving problems and making someone’s day a little easier — we’d love to hear from you! 🚀

We’re excited to welcome Customer Support Agents who speak Spanish, Portuguese, or both, enjoy helping people, and want to grow together with a supportive team.
 

What you'll be doing:
- Helping customers with their questions and concerns across multiple channels (chat, email, phone calls, etc.)
- Staying in touch with the team during your shift to solve issues faster together
- Making sure each customer gets clear, friendly, and helpful responses

What we’re looking for:
- Prior experience in support? Great!
No experience? Also great — we love people who are eager to learn!
- You’re okay with our schedule: Mn-Fr 9 a.m. - 6 p.m. CT
- You're calm under pressure and genuinely care about helping people
- You’re comfortable communicating in Spanish, Portuguese, or both, written and spoken — at least B2 level
- You communicate fluently in English (B2 or higher)

What you’ll get:
- 100% remote work — wherever you feel most productive
- Full onboarding & training — we won’t leave you guessing
- Supportive startup vibe — small team, no bureaucracy
- Room to grow and become a pro in customer support
 

If you're someone who enjoys solving problems and making someone’s day a little easier — we’d love to hear from you! 🚀

Direct B2B contract with product company, standard CET working day (flexible), stable.

We're looking for a Tech App Support Specialist to help us monitor and maintain data across our network of 800+ product applications, and manage the release process for our apps through App Store Connect and Google Play. You'll keep application records accurate, catch and flag issues as they come up in real-time, coordinate with our dev team on submissions and releases, and work closely with our IT team to get things resolved. A small part of the role (~30%) could involve directly supporting residents and property staff with account&platform questions.

Requirements:

- 1,5+ years in technical/app support, data operations, or other relevant IT roles

- Comfortable working with structured data and high volumes of records.

- Basic technical fluency — able to read/understand app status data and communicate clearly with an IT team.

- Experience with release management, release notes, or app store submission processes (App Store Connect / Google Play) is a strong plus.

- English Upper-Intermediate (B2).

Responsibilities:

Monitor the status and data of 800+ product applications, keeping records accurate and current.

Manage app submissions and releases through App Store Connect and Google Play, coordinating with the dev team from initial submission through resubmission.

Write and maintain release notes.

Identify and flag technical issues, sync errors, or data discrepancies in real time.

Handle app rejections or flags by coordinating with product managers to resolve and resubmit.

Escalate issues to the IT team, track them, and follow up to confirm resolution.

Maintain clear, up-to-date documentation of application status and known issues.

Handle a portion of resident/property staff inquiries via email — account access, basic how-to, navigation.

Support process improvements for managing application data more efficiently.

ElevateOS (PropTech product company) is the all-in-one operating system for multifamily communities that combines a custom resident application and property management hub with hotel-style concierge and on-demand services, smart home integrations and management features. Since 2014, we've helped residents love where they live, and property teams run smarter. As of now, we power 600+ buildings nationwide and continue to grow through both technology innovation and strategic acquisitions. We are not just a software company, we are in the business of making people feel at home.

Ascendix Technologies is an AI and Real Estate Technology partner founded in 1997 and headquartered in the United States, in Dallas, Texas. The company has branch offices in Poland, Portugal, and Ukraine and distributed teams all over Europe, as we have cooperated remotely since 2020. 

We help commercial real estate teams spend less time managing systems and more time closing deals—backed by 16+ years of hands-on experience in real estate and a full stack of AI, Salesforce, and custom development built for real estate workflows. Trusted by industry leaders who rely on us for their most critical software development initiatives. 

We are looking for a motivated and detail-oriented Concierge to join our Customer Support team. The concierge (support) function for the Ascendix products covers client request triage, case management in Dynamics 365, product troubleshooting, bug reporting and escalation, and day-to-day client-facing support.

Evening shifts only: 5:30 PM-2:30 AM (EET)

Requirements: 

• Strong spoken and written English—daily direct communication with US customers
• Support, helpdesk, or case management
• Able to triage, troubleshoot, and manage a case queue independently after ramp-up
• Clear technical communication—writes structured bug reports and client-facing responses

Nice-to-have:

• Salesforce experience (Administrator level or strong hands-on admin skills)
• Experience with SaaS or CRM products
• Commercial real estate or real estate domain familiarity

Responsibilities:

• Triage incoming client requests: categorize, resolve internally, or escalate to the appropriate team
• Manage a typical queue of 20 to 30 active cases while maintaining quality and timely follow-up
• Troubleshoot product issues across AscendixRE, Ascendix Search, Composer, Harvest, and AI Suite
• Create clear bug reports and escalation briefs for Product and Dev handoffs
• Maintain cases, tasks, and client records in Dynamics 365
• Translate technical topics into broker-friendly language for non-technical customers

Ascendix offers you:

Healthcare:

• 20 paid vacation
• 5 paid sickness

Career and professional growth:

• B2B and remote cooperation
• Career development and professional growth
• Technical performance reviews and 360 Evaluation
• Collaboration with a personal Direct Manager, Technical leads, and mentors

Learning and Development:

• Opportunity for external event compensation
• Internal knowledge-sharing opportunities

Corporate spirit:

• Online and offline events & team-buildings
• Friendly and supportive atmosphere
• Open management

Please note

By clicking the “Apply” button for the vacancy, you automatically consent to the processing of your personal data.

We sincerely appreciate each response and the interest you have shown in our job opening. If we do not contact you within a week, it means that, at this moment, your CV has not been selected for further consideration for this position. Nevertheless, we will keep your resume in our candidate database and will definitely inform you if a vacancy that matches your experience becomes available.

Founded in 2015 in Ukraine, with a representative office in Estonia, Diya has grown into a global IT solutions provider and a proud part of Euvic Group. We help small and medium-sized businesses optimize operations, enhance security, and establish a strong digital presence. Over the past decade, we have built a reputation as a trusted technology partner, a Microsoft partner, delivering tailored IT solutions that drive efficiency, innovation, and growth. 

We are looking for a enthusiastic Junior Customer Support Specialist — no prior commercial experience is required! If you are eager to start your career in IT and looking for a company that will guide, mentor, and invest in your growth from day one, this role is for you. 

Job Responsibilities: 

• Communication with clients via chats, e-mail, and calls; 
• Respond to customer queries promptly and accurately (24/7 service); 
• Follow up with customers to ensure prompt issue resolution; 
• Collect and analyze customer feedback to assess satisfaction. 

Requirements: 

• Good English communication skills (both written and spoken); 
• A strong passion for starting a career in IT and a genuine eagerness to learn fast; 
• Basic computer skills and quick adaptability to new tools; 
• Ability to stay calm and find solutions in different situations; 
• Good time management and teamwork skills. 

What we offer: 

• Comfortable work environment, remote work; 
• The work schedule consists of 5 shifts per week, each lasting 8 hours, with 2 days off according to the schedule — a shift schedule created on a monthly basis, which may include morning, evening, and night shifts; 
• Paid vacation and sick leave; 
• Payment for psychologist services; 
• Healthcare insurance and gym; 
• Comprehensive Onboarding & Mentorship — We don't just throw you into the deep end; our experienced team will guide you through structured training and support your smooth transition into the IT industry. 
• Clear Career Pathways — We believe in growing our talent internally. This role is a stepping stone with real opportunities to evolve into senior support roles, tech operations, or other areas within the company as you develop your skills. 
• Learning & Development Opportunities — We actively support your professional growth and invest in your development by covering the costs of additional training, courses, and educational programs; 
• Work in a young and friendly team. 

About the Role  

The Customer Support Specialist handles incoming customer tickets related to bugs, system errors, and user questions, from first contact through to resolution. 

This role ensures that customer-reported issues are properly documented, reproduced, and prioritized by business criticality, and that they are efficiently escalated to the development team when needed. The specialist acts as the day-to-day link between customers and Engineering, providing clear, timely, and transparent communication throughout the process. 

Feature requests and roadmap prioritization are handled by the Product team and are outside the scope of this role. 

Key Responsibilities  

Ticket Intake & Validation  

• Review all incoming customer tickets (bug reports, technical issues, “how-to” questions).  
• Ensure tickets contain sufficient information to identify and reproduce the issue.  
• Reproduce reported bugs when possible.  
• Request missing information from customers when required.  
• Reject or reclassify invalid or non-reproducible tickets.  

Prioritization & Classification  

• Classify tickets based on severity and urgency (e.g., Critical / Major / Minor).  
• Assess business impact (single user vs. multi-region issue).  
• Detect and escalate critical incidents immediately.  
• Group duplicate or related tickets into consolidated requests.  
• Ensure clear and structured documentation before sending to development.  

Engineering Coordination  

• Transfer validated tickets to the development team.  
• Provide clear reproduction steps and technical context.  
• Clarify engineering questions related to customer cases.  
• Monitor progress of bug fixes.  
• Ensure tickets are updated and statuses reflect real progress.  

Incident & Escalation Management  

• Communicate critical issues to relevant stakeholders (Product, Engineering Leads, Business Owners).  
• Support structured incident handling when needed.  
• Ensure customers receive timely updates on high-impact issues.  
• Maintain visibility of open high-priority cases.  

Process Governance & Quality Control  

• Maintain high standards for ticket quality and documentation.  
• Define and improve ticket handling workflows.  
• Establish and maintain severity classification standards.  
• Track recurring issue patterns.  
• Identify systemic quality problems and suggest preventive actions.  

What This Role Does NOT Own  

• Feature request prioritization  
• Product roadmap decisions  
• Commercial or customer success targets  
• Development team management  

Required Skills and Qualifications  

Experience  

• 2+ years in SaaS support, technical support, or platform operations  
• Experience working closely with engineering teams  
• Experience handling bug triage and reproduction  

• Familiarity with ticketing systems (Jira, Zendesk, ServiceNow, etc.) 

   

Skills  

• Strong analytical and problem-solving skills  
• Ability to reproduce technical issues  
• Clear written communication  
• Structured thinking and prioritization capability  
• High attention to detail  
• Calm and organized under pressure  
     

Nice to Have  

• Experience with APIs, logs, data structures  
• Experience in digital agriculture / farm management systems  
• Understanding of incident management processes (ITIL-style helpful but not required)  

Key KPIs  

You may want to define measurable targets such as:  

• % of tickets validated before sending to dev  
• Time to first response  
• Time to reproduction  
• Time to severity classification  
• Reduction of duplicate tickets  
• SLA compliance rate  
• Stakeholder satisfaction (internal + external)  

 The Company Offers  

• Opportunity to be a part of a best-in-class product that is used by thousands of companies around the world.   
• Annual performance bonus scheme.   
• Career growth opportunities.   
• An environment where you need to seek and implement unique solutions.   
• Training and development programs.   
• Young and dynamic team with a friendly and open culture.   
• Health and life insurance for employees and your family members.   
• 32 working days of paid annual leave and sick leave.  

RedCore is an international business group that creates technological solutions for digital markets. Our products and services cover fintech, marketing, e-commerce, customer service, communications, and regulatory technologies.

We are looking for a Monitoring Team Specialist!

𝗪𝗵𝗮𝘁 𝘆𝗼𝘂'𝗹𝗹 𝗱𝗼:
- Monitor payment providers and payment channels' performance
- Analyze payment conversion rates and identify issues
- Launch and test new payment methods
- Manage cash flow and support payment forecasting
- Work with large datasets and operational reports

𝗪𝗲'𝗿𝗲 𝗹𝗼𝗼𝗸𝗶𝗻𝗴 𝗳𝗼𝗿 𝘀𝗼𝗺𝗲𝗼𝗻𝗲 𝘄𝗶𝘁𝗵:
- Experience working with Payment Service Providers (PSPs)
- Background in Finance, Payment Operations, or FinTech
- Strong Excel / Google Sheets skills
- Analytical mindset and problem-solving skills
- Ability to multitask in a fast-paced environment

Our benefits to you:

☘️An exciting and challenging job in a fast-growing business group, the opportunity to be part of a multicultural team of top professionals in Development, Architecture, Management, Operations, Marketing, Legal, Finance, and more

🤝🏻Great working atmosphere with passionate experts and leaders, sharing a friendly culture and a success-driven mindset is guaranteed

🧑🏻‍💻Modern corporate equipment based on macOS or Windows and additional equipment are provided

🏖Paid vacations, sick leave, personal events days, days off

💵Referral program — enjoy cooperation with your colleagues and get the bonus

📚Educational programs: regular internal training sessions, compensation for external education, attendance of specialized global conferences

🎯Rewards program for mentoring and coaching colleagues

✈️In-house Travel Service

🦄Multiple internal activities: online platform for employees with quests, gamification, presents and news, clubs for movie / book / pets lovers and more

🎳Other benefits could be added based on your location 

Founded in 2015 in Ukraine, with a representative office in Estonia, Diya has grown into a global IT solutions provider and a proud part of Euvic Group. We help small and medium-sized businesses optimize operations, enhance security, and establish a strong digital presence. Over the past decade, we have built a reputation as a trusted technology partner, a Microsoft partner, delivering tailored IT solutions that drive efficiency, innovation, and growth.

Now we are looking for a Business Applications Support Specialist with hands-on experience in the technical IT arena to support internal and external customers.

Responsibilities:

• Support and management of the corporate customer communication platform:
  • Set up dedicated email accounts for customers.
  • Automation rules configuration.
  • Reports configuration and delivery.
  • Monitoring and prioritization of new tickets
  • Processing tasks according to established/documented procedures
  • Collecting information for escalation to the senior team
• Support and management of the internal transportation management systems:
  • Account management.
  • Provide management of access roles and permissions.
  • User support.

Qualifications:

• English B2+ (Upper-Intermediate).
• Solid knowledge of business and task management platforms (e.g., Jira, Zendesk, ClickUp) will be an advantage, as well as experience as a user or support representative.
• Basic understanding of CRM system structures.
• Proficiency in office applications (Word, Excel, Google Docs) will be an advantage.
• Desire to learn new technology and ability to consume significant volumes of new information (position requires extensive training).
• Readiness to different time shifts (our operations are 24/7).

What we offer:

• The work schedule consists of 5 shifts per week, each lasting 8 hours, with 2 days off according to the schedule 
• Paid vacation and sick leave.
• Healthcare insurance and gym.
• Access to professional psychological consultations to support your well-being.
• We provide a corporate English tutor to help you level up your communication skills for international projects.
• Training and useful experience.
• Real career opportunities, paid training.