Jobs Customer/Technical Support

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

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

Key Responsibilities

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

Requirements

• 4+ years in Customer Support, Customer Success, or Support Operations.
• 2+ years in a leadership/management role.
• Proven experience scaling B2C customer support operations.
• Strong experience with mobile apps (iOS/Android) and high-volume support.
• Hands-on experience with In-App Purchases, subscriptions, refunds, and Apple/Google payment flows.
• Experience with Zendesk, Intercom, or similar tools.
• Strong understanding of KPIs, SLAs, QA, automation, and escalation processes.
• Experience building AI-powered support automation from scratch.
• Experience working with Product/Engineering teams.
• English B2/C1.
• Strong analytical, organizational, and leadership skills.

Nice to Have

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

What We Offer

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

Job Summary

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

Team Summary

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

Responsibilities and Duties

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

Qualifications and Skills

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

Nice to have

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

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

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

Your future responsibilities:

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

Your skills and experience:

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

We offer what matters most to you:

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

Why Raiffeisen Bank?

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

Opportunities for Everyone:

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

You matter at Raif!

__________________________________________________________________________________________

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

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

Твої майбутні обов’язки: 

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

Твій досвід та навички:

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

Пропонуємо те, що має значення саме для тебе: 

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

Чому Райффайзен Банк? 

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

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

Можливості для всіх: 

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

В Райфі ти маєш значення! 

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

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

Technical Support Engineer

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

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

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

Responsibilities:

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

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

Requirements:

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

What we offer:

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

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

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

Profisea is a boutique DevOps and Cloud company — AWS Premier Partner specializing in Cloud Architecture, DevOps, DevSecOps and FinOps.

We are looking for a Customer Success Specialist who will work closely with clients using the Uniskai platform, helping them get the most value from the product and ensuring a great customer experience.

This role is perfect for someone who enjoys communicating with people, solving problems, and learning about cloud technologies.

We are open to junior candidates and applicants without prior experience who are motivated to learn and grow in the cloud and DevOps environment.
 

What you will do:

Communicate regularly with clients using the Uniskai platform.

Check if clients are satisfied with the platform and help them use its features effectively.

Collect customer feedback about the product and user experience.

Help clients discover and use platform features and services.

Identify issues or improvement opportunities and share them with internal teams.

Coordinate technical support when needed.

Organize calls or meetings with DevOps or development teams if technical assistance is required.

Track client requests and ensure follow-up.

What we expect:

English — Fluent.

Strong communication skills and client-oriented mindset.

Good organizational skills and attention to detail.

Ability to work with multiple tasks.

Interest in technology, cloud or DevOps will be a plus.

Experience with SaaS platforms, customer support or project coordination will be a plus but not required.
 

What we offer:

Opportunity to be part of a growing company and to grow with us

Being at the forefront of the DevOps and Cloud services industry

Great compensation 

Professional working environment where you will be an essential member of our team

Location: Remote (UK-based) 
 

About Project

It is a mobile accounting app built for people who never wanted to do accounting: sole traders, freelancers and self-employed workers who need their income, expenses and tax handled from their phone in minutes, not evenings.

Our users aren't finance professionals. When something doesn't add up, it's their own money and their own tax return on the line — so support isn't a cost centre here, it's the product. A calm, accurate answer within minutes is the difference between a user who renews and a one-star review.

The job in one line

You own the support function: every conversation a user has with us, the systems behind those conversations, and the numbers that prove it's working.

What you'll do

- Run the front line. Own in-app chat, email, app store reviews and social DMs. Target: first response under [1 working hour] in business hours, 90% of conversations resolved without escalation.
- Hit and defend the numbers. CSAT ≥ [4.5/5], contact rate per 100 active users trending down quarter on quarter, app store rating ≥ [4.5], median resolution time inside [4 hours]. Weekly reporting, no vanity metrics.
- Build the self-serve layer. Write and maintain the help centre, in-app guides and macros so that the [top 20] recurring questions stop becoming tickets at all. Deflection is the main lever once user numbers grow.
- Hold the advice boundary. You explain how the app works, what a figure means and where it came from — you do not give tax advice. You'll own the escalation path to our qualified accountant [/ partner practice] and the standard wording that keeps us on the right side of that line.
- Bridge to Engineering and Product. Reproduce and triage bugs properly (steps, device, app version, screenshots), escalate with severity that means something, chase to resolution and close the loop with the user. Bring Product a monthly digest of the top pain points with volumes attached — not anecdotes.
- Handle peak season. Late January Self Assessment, the 5 April year end and quarterly VAT/MTD deadlines produce spikes several times normal volume. You plan cover, prepare canned responses and staffing before they hit, not during.
- Protect user data. Verify identity before discussing an account, handle personal and financial data under UK GDPR, and escalate suspected data or security incidents immediately per our process.
- Rescue accounts. Spot users about to churn or asking for refunds, and turn what you can around. Report honestly on what you couldn't.
- Write the playbook. Document the process as you build it — SOPs, escalation matrix, tone-of-voice guide — so the next two support hires can be onboarded in days, not months. You'll hire and lead them within 12 months.

What we're looking for

- 3+ years in customer support for a consumer app or SaaS product, including at least 1 year owning metrics rather than just handling tickets.
- Hands-on with a support platform (Intercom, Zendesk, Crisp, Freshdesk or similar): macros, help centre, automations, reporting — you've configured it, not just typed into it.
- Numerate and comfortable around money: invoices, expenses, VAT, tax deadlines. You don't need to be an accountant, but you must not be nervous about numbers.
- Written English that is clear, warm and plain — you can explain a tax figure to someone in a van at 7am without jargon or condescension.
- Calm under pressure with upset users, and honest when we've got something wrong.
 

Nice to have

- Experience supporting a fintech, accounting, payroll or tax product.
- AAT / bookkeeping study, or practical experience with HMRC Self Assessment, MTD, VAT.
- Built a help centre or support function from scratch.
- Mobile-specific support experience: app store review management, release cycles, device-level debugging.
 

*Rapidum is an equal opportunities employer. We assess every application against the requirements above and nothing else.*
 

Location - Remote (UK-based) 
Reports to[CTO / Head of Engineering
 

About the Project:

It is a mobile accounting app for sole traders, freelancers and self-employed workers — income, expenses and tax handled from a phone in minutes rather than evenings.

Behind a simple app sits the complicated part: bank feeds that stop syncing, receipts that scan wrong, subscriptions that don't renew, a figure that's off by £40 and nobody can say why. That's your side of the house. When a user's tax number looks wrong, someone has to prove what actually happened — in the data, not in the conversation.

The job in one line

You are tier 2: everything customer support can't resolve stops with you, and everything Engineering shouldn't be interrupted by stops with you too.

What you'll do

- Own tier-2 escalations end to end. Take what front-line support can't close, investigate it properly and either fix it, work around it, or hand Engineering a ticket they can act on immediately. Target: [90%] of escalations resolved or reproduced within 1 working day.
- nvestigate in the data, not by guesswork. Read logs, trace requests, query the database (read-only SQL), check API responses and reconcile what the app displayed against what was actually recorded. Every escalation you pass on carries a clear reproduction path and evidence.
- Run bank feed and integration failures. Open Banking connections drop, banks change formats, tokens expire, third-party providers have outages. You own diagnosis, the vendor conversation, and the honest message to affected users.
- Triage mobile crashes and releases. Monitor crash and error reporting, spot regressions after a release before the reviews do, and verify fixes on real devices across iOS and Android versions.
- Own billing and store issues. Failed payments, App Store / Google Play subscription problems, duplicate charges, refunds, entitlement mismatches — resolve them and reconcile with Finance.
- Manage incidents. Be the person who declares one: assess impact, notify users and the team, keep the status page current, coordinate to resolution, then write the post-incident review with a root cause and actions that actually get done.
- Cut the ticket volume at source. Turn recurring escalations into permanent fixes: bug reports Engineering prioritises, product changes, internal diagnostic tooling, and written playbooks that let tier 1 handle the case themselves next time. Success looks like fewer escalations reaching you each quarter, not more.
- Handle deadline peaks. Late January Self Assessment, the 5 April year end and quarterly VAT/MTD deadlines turn every technical fault into an urgent one. Cover, monitoring and rollback plans get agreed before those windows, not during.
- Guard data and access. Verify identity before touching an account, work under UK GDPR with financial and personal data, keep production access to what your role requires, and escalate suspected security or data incidents immediately.

 What we're looking for

- 3+ years in technical support, application support or a tier-2/escalations role for a live software product — ideally consumer-facing.
- You can read a log, write a SQL SELECT, call an API endpoint with Postman / curl and inspect a JSON response without help.
- Practical experience with bug triage alongside an engineering team: severity, reproduction, prioritisation, verification.
- Experience with third-party integrations or API failures, and dealing directly with vendor support.
- Written English clear enough to explain a technical cause to a user in plain terms and to a developer in precise ones.
- Calm and methodical during outages — no panic, no guessing, no silence.
 

Nice to have

- Fintech, accounting, payroll or payments background — bank feeds, Open Banking, reconciliation, double entry.
- Mobile support experience: crash reporting, device fragmentation, store release cycles, RevenueCat or similar subscription tooling.
- Scripting for diagnostics or reporting (Python / SQL / Bash).
- Experience setting up monitoring, alerting or an internal admin/diagnostic tool.
- Any incident-management framework in practice, on-call rotations, blameless post-mortems).

What we offer

- £20 000 plus a bonus.
- A function you own and build, with the tooling budget and production access to do it properly.
- Remote  working with core hours 09:00–18:00 UK. On-call is limited to release windows and tax-deadline peaks, compensated at rate.
- Annual leave plus UK bank holidays, with peak-season cover agreed in advance.
- Direct line to Engineering — your bug reports go into the sprint, not into a backlog nobody reads.
- Tools and training funded, including certifications relevant to the role.

*Rapidum is an equal opportunities employer. We assess every application against the requirements above and nothing else.*
 

About iSpeedToLead

iSpeedToLead is a two-sided real estate lead marketplace operating across the United States. Sellers of motivated-seller leads list on one side, and real estate investors buy on the other. We are a bootstrapped, profitable product company with an engineering and analytics team that ships fast and makes decisions from data rather than opinion.

About the role

This is the first dedicated Customer Success hire at iSpeedToLead. Today, buyers are supported reactively: tickets get answered, credits get issued, and nobody owns what happens to an account between its first purchase and its last one.

You will own the post-purchase relationship with our buyers. That means onboarding them properly, keeping high-value accounts healthy, and turning churn from something we observe into something we manage. You will build the function itself (playbooks, health scoring, reporting) rather than inherit it.

One thing worth stating openly before you apply: the workload is around 50 hours a week for the first 6 to 9 months while the function is being built. We would rather you decline now than discover it in month two.

Key responsibilities

Onboarding and activation

• Own the onboarding of new buyers end to end, from first purchase to first repeat purchase.
• Run onboarding calls and follow-ups, making sure every new buyer understands how to filter, buy, and work leads effectively.
• Design and maintain the onboarding sequence (content, timing, channel) and improve it based on what actually converts.

Account health and retention

• Manage a book of high-value accounts with regular check-ins, usage reviews, and proactive outreach.
• Build and maintain a health-scoring model that flags at-risk accounts before they churn, not after.
• Run save conversations on at-risk accounts and document what worked, by reason code.

Escalations and problem-solving

• Act as the escalation point for buyer complaints, including lead quality disputes, refund requests, and billing or balance issues.
• Coordinate with support, sales, and engineering to resolve issues, and follow through until the customer confirms resolution.
• Operate within agreed refund and credit authority limits, and defend those decisions with data.

Voice of the customer

• Collect, categorise, and quantify churn and refund reasons, turning anecdotes into a ranked list.
• Deliver a weekly written report to product and leadership on retention performance and the top issues driving cancellations.
• Advocate for the product changes that would remove recurring causes of churn.

Process and reporting

• Build the Customer Success playbooks from scratch: onboarding, save, win-back, and escalation.
• Maintain accurate account records and interaction history in our systems.
• Report on retention metrics weekly, and own the definitions behind them.

Collaboration

• Work daily with sales on the handoff of new buyers, and with support on ticket patterns.
• Partner with product and analytics on lifecycle experiments and instrumentation.

Requirements

• 2+ years in Customer Success, Account Management, or Retention in a high-volume, low-ACV environment such as a marketplace, self-serve SaaS, or transactional product with hundreds of accounts. (Enterprise CSM experience with a handful of large logos is a different job and will not transfer well here.)
• Demonstrated ownership of a retention, churn, or repeat-purchase metric. You can describe what it was, what you changed, and what it became.
• Comfortable working with data: SQL basics or strong BI fluency (Amplitude, Metabase, Looker, BigQuery, or similar). You pull your own numbers rather than requesting them.
• Experience building a process from zero, such as an onboarding flow, a save playbook, or a health-score model. Executing someone else's process is not the same thing.
• Written and spoken English at C1 level, customer-facing, at volume.
• Confident on the phone with US small-business customers. Our buyers are real estate investors: direct, busy, and blunt.
• Practical use of AI tools in your daily workflow (call summarisation, drafting, triage) with examples you can show.
• A minimum of 4 hours of daily overlap with US Eastern Time.

Nice to have

• Experience in real estate, proptech, lead generation, or a marketplace with wallet or prepaid-balance mechanics.
• Familiarity with Intercom, HubSpot, or a comparable CRM and support stack.
• Experience designing lifecycle email or automation flows.
• Ukrainian or Russian in addition to English.

What we offer

• Full ownership of a metric that shows up directly in the P&L, with no layer between you and leadership.
• A greenfield function. You design how Customer Success works here.
• Real data infrastructure and an AI-native team, so arguments get settled with numbers and tooling is not a fight.
• A clear 12-month growth path to Head of Retention or Head of Customer Success, including automation of the low-touch tier and one to two direct reports.
• Remote work with flexible hours inside the required US overlap.
• Referral bonus of USD 3,000 after probation for anyone you bring in.

About LimTC © Limitless Technology Consultants LLC:

LimTC is a Ukrainian outsourcing company that partners with international clients to help them grow, and we grow together with them. We build long-term collaborations where every team member plays a meaningful role. From tackling business challenges to managing operations end-to-end, we take ownership and deliver real value. At LimTC, you’re not just a resource — you’re part of a trusted, heard, and empowered team. We believe in ideas, initiative, and professional growth. Whether working with clients or building internal solutions, your voice matters here. Join us and be part of a company where your work makes a difference every day.

Key Functions:

• Provide day-to-day client support via case management generated via multiple channels:
• Ticketing system (Amazon)
• Phone Calls (including feedback and troubleshooting)
• continuously deliver a high-quality and effective service to clients, liaising with the Team Leader, as appropriate;
• Adhere to operational processes, policies, and documentary requirements;
• Ensure all client and internal documentation is safely maintained and accessible in accordance with GDPR and internal policy.
• Identify areas of personal development, e.g., training on a specific activity and reaching out to their Team Leader for assistance;
• Maintain a regular dialogue with other team members/leads, sharing learning experiences and enabling clients to provide a consistent, high-quality service;
• Use their initiative to troubleshoot technical issues raised by the client and deliver solutions that meet policies.

• Document any changes or new solutions for other agents to use.

   

Required Experience/Characteristics:

• Relevant previous experience
• Experience in working with a team
• Basic computer experience
• Spoken and written English at least an Advanced level
• Location: Ukraine
• Good communication skills and an ability to interact effectively
• Across all levels within the organization
• Ability to prioritize multiple tasks
• Good understanding of PC skills with the ability to document processes
• Strong team player
• Ability to work under their own initiative and follow directions from their Team
• Confidential, tactful, and diplomatic
• Puts the client first, acting sympathetically to their needs, thereby strengthening the overall relationship
• Committed to working within the client’s agreed values and framework.

Working schedule:

• 8 hours per day
• 5 days per week

Work is organized in two fixed shifts with rotation every 3–4 weeks (no option to choose a preferred shift):

Shift 1:
Monday–Thursday: 6:00 PM – 2:00 AM
Sunday: 4:00 PM – 12:00 AM

Shift 2:
Monday–Thursday: 2:00 PM – 10:00 PM
Friday: 11:00 AM – 7:00 PM

Benefits:

• Working in an environment with native English speakers
• Remote work
• Ukrainian Holiday coverage
• 18 paid vacation days
• We provide technical equipment 
• A stepping stone into the IT technologies space
• HR benefits
• Growing project and company with the ability to contribute to the core and apply creativity
• Amazing, talented people and a personal approach at all levels!

Meet the YozmaTech YozmaTech isn’t just another tech company – we’re a global team of go-getters, innovators, and A-players helping startups and product companies scale smarter and faster. We build dedicated development teams across 10+ countries, creating strong, long-term partnerships based on trust, transparency, and real impact. Here, every idea counts. We value people who are proactive, open-minded, and ready to grow. If you’re passionate about building meaningful products and want to join a team that feels like family – you’ll feel right at home with us.


Our client are looking for a Senior Support Engineer with strong system administration and troubleshooting skills to join our growing team. You’ll work directly with Fortune 100 customers to investigate and resolve technical issues related to the client's platform. This includes working across a variety of environments from Linux systems and Kubernetes clusters to IAM integrations and secure access workflows. You’ll act as a key technical contact in helping customers maintain operational stability and get the most out of their deployment. The client delivers a cloud-native SaaS platform that integrates Vaultless Secrets Management with Certificate Lifecycle Management, Next Gen Privileged Access Management (Secure Remote Access), and Encryption Key Management to manage the lifecycle of all machine identities and secrets across all environments. Trusted by Fortune 100 companies and industry leaders, the ckient is redefining identity security for the modern enterprise, delivering the world’s first unified Secrets & Machine Identity platform designed to prevent the #1 cause of breaches – compromised identities and secrets. Backed by the world’s leading cybersecurity investors and global financial institutions including JVP, Team8, NGP Capital, and Deutsche Bank.

Key Requirements:
🔹 4+ years of experience in technical support, System Administration, or a similarcustomer-facing technical role;
🔹 Solid hands-on experience managing Linux-based systems in production environments;
🔹 Proficiency with Kubernetes, Terraform, Docker, and shell scripting;
🔹 Working knowledge of IAM concepts, authentication protocols, and API interactions;
🔹 Experience with at least one major cloud provider (AWS, Azure, or GCP);
🔹 Proficiency with networking, TLS/SSL, and system-level debugging (logs, processes, permissions);
🔹 Strong analytical and troubleshooting skills with the ability to independently drive root cause analysis;
🔹 Excellent written and verbal communication skills in English (B2 or higher);

Will be plus:
🔹 Exeprience supporting SaaS platforms or security-focused products;
🔹 Exposure to cybersecurity domains such as: Identity Providers (Okta, Ping), Secrets and Certificate Management (PKI, KMS, CMS), Zero Trust Architecture (ZTA) and Privileged Access Management (PAM), Hardware Security Modules (HSM);
🔹 Familiarity with IaC and automation tools (CI/CD, Terraform, Ansible, etc.);
🔹 Scripting or light programming skills (Python, Bash, or similar);
🔹 Experience working directly with enterprise customers in a production critical environment;


What you will do:
🔹 Investigate and resolve support cases involving the client's SaaS platform, including secret access, authentication issues, certificate workflows, and remote access;
🔹 Reproduce customer issues by building and managing test environments using Linux, Docker, Kubernetes and related tools;
🔹 Analyze logs and platform behavior to isolate root causes and deliver actionable solutions;
🔹 Support customers with secure configuration and best practices;
🔹 Work closely with engineering and product teams to escalate bugs or complex issues, validate fixes, and advocate for customer needs;
🔹 Contribute to internal tooling, team processes, and customer-facing knowledge base articles;
🔹 Be available to support critical issues outside of core hours, as needed;
🔹 Develop runbooks to streamline troubleshooting and improve the customer experience;

Interview stages:
🔹 HR Interview;
🔹 Technical Interview;
🔹 Home Assignment;
🔹 Assignment Review;
🔹 Reference Check;
🔹 Offer;

Why Join Us?

At YozmaTech, we’re self-starters who grow together. Every day, we tackle real challenges for real products – and have fun doing it. We work globally, think entrepreneurially, and support each other like family. We invest in your growth and care about your voice. With us, you’ll always know what you’re working on and why it matters.
From day one, you’ll get:
🔹 Direct access to clients and meaningful products;
🔹 Flexibility to work remotely or from our offices;
🔹 A-team colleagues and a zero-bureaucracy culture;
🔹 Opportunities to grow, lead, and make your mark.

After you apply

We’ll keep it respectful, clear, and personal from start to offer.
You’ll always know what project you’re joining – and how you can grow with us.

Everyone’s welcome

Diversity makes us better. We create a space where you can thrive as you are.

Ready to build something meaningful?

Let’s talk. Your next big adventure might just start here.

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.

     Diya is currently looking for a Technical Support Engineer for a full-time position, who is tech-savvy with excellent troubleshooting skills to join us. The L1 position responds to, resolves, and escalates incoming technical client issues and requests submitted by phone, e-mail, chat, or ticketing system, focusing on superior customer service. There is a paid trial period of 3 months for this position.

Responsibilities for Technical Support include but are not limited to the following:

Provide expert remote desktop support and basic server administration with a focus on:

• Client satisfaction.
• Service delivery quality.
• Technical excellence.

Qualifications:

• Experience with Windows operating systems and office applications.
• Excellent troubleshooting skills.
• Excellent communication and people skills.
• Ability to learn new technologies quickly.
• Ability to work within tight deadlines.
• Ability to multitask and perform under pressure.
• Readiness to different time shifts (our operations are 24/7).
• Detail-oriented, self-motivated, punctual, quick-thinking, creative and proactive.
• Intermediate level of English (both spoken and written).
• Experience with the Microsoft 365 platform would be a big advantage.

What we offer:

• Comfortable work environment, remote work.
• Paid vacation and sick leave.
• Healthcare insurance and gym.
• Paid for additional training and certifications.
• Psychologist services.
• Work in a young and friendly team.

We are hiring for our partner — an international crypto payments company — and are looking for an IT Infrastructure / L3 Support Engineer to join an established infrastructure team.

You’ll work on a B2C product, supporting internal and production infrastructure across Linux, Windows, Microsoft 365, identity management, networks, databases, backups, and containers.

This is a hands-on L3 infrastructure role for a system administrator who enjoys solving technical issues across different areas rather than focusing on just one technology.

What you’ll do

• Administer Linux and Windows guest operating systems

• Provide L3 infrastructure support and troubleshoot complex technical issues

• Administer Microsoft 365 environments

• Manage Microsoft Entra ID / Azure AD

• Manage users, accounts, permissions, licenses, and corporate access

• Administer Slack and related integrations

• Manage domains and corporate working environments

• Support corporate networks and network security

• Work with pfSense / MikroTik

• Support databases and business applications

• Perform backup and restore operations

• Work with Docker / containers and basic automation

• Monitor infrastructure, investigate logs, and troubleshoot incidents

• Maintain technical documentation, task trackers, and knowledge bases

What we’re looking for

• 3+ years of experience in System Administration / IT Infrastructure

• Strong hands-on experience with Linux and Windows

• Practical experience with Microsoft 365 administration

• Experience with Microsoft Entra ID / Azure AD

• User, account, access, and permission management

• Good understanding of corporate networking

• Hands-on experience with pfSense or MikroTik

• Experience supporting databases, including backup and restore

• Experience with Docker or similar container technologies

• English sufficient for reading technical documentation

• Comfortable working in a shift-based schedule

• Strong attention to detail and ability to follow established processes

Nice to have

• Slack administration

• Entra ID ↔ Slack integrations

• Bash / Python scripting

• Ansible

• Experience in a B2C / product company

• Experience with task trackers and knowledge bases

• Nginx / HAProxy

Details

Schedule: shift-based

• 01:30–09:30

• 09:00–18:00

• 17:00–01:00

You’ll join an established team and work across a broad infrastructure stack, combining system administration, L3 troubleshooting, identity management, networking, and infrastructure support.

We’re Hiring: Customer Support Manager

Our mission: to deliver world-class gaming experiences by providing fast, reliable, and customer-centric support that builds trust, satisfaction, and long-term loyalty. We are looking for a Customer Support Manager to manage our support daily operations and ensure an outstanding experience for every player.

Now we are looking for Customer Support manager, who will cover 3PM-11PM shifts by London time

What You’ll Do:

• Deliver high-quality, timely, and professional assistance across all communication channels, including some of cold, reactivation or  up-sell outbound outreaches (live chat, email, etc.);
• Ensure hitting personal KPIs (list of KPIs) and continuous improvement;
• Participate in developing and optimizing support processes, workflows, and internal knowledge bases to increase efficiency and service quality;
• Handle complex escalations and ensure that critical cases are resolved quickly and in line with company standards;
• Gather and analyze customer feedback and support data to identify trends, pain points, and opportunities for product and service improvements;
• Ensure compliance with regulatory requirements and internal policies in all customer communications.
  
   

What We’re Looking For:

• Proven experience in Customer Support management within the iGaming, gambling, or similar fast-paced digital industries;
• High level of autonomy in resolving customer requests or going through a proper escalation process;
• Deep understanding of customer service KPIs, quality assurance processes, and performance management.
• Data-driven mindset with the ability to identify trends and turn them into improvement suggestions.;
• Excellent communication skills and a customer-first approach, + fast typing and proficient PC / Internet user;
• Ability to manage multiple priorities, adapt quickly to change, and stay solution-oriented under pressure.
  
   

Experience:

• 1+ years of experience in Customer Support. 
• English B2+ level.
  
   

Why You Should Join Us:

• Competitive Compensation: Enjoy a competitive salary and performance-based bonuses.
• Remote Flexibility: Work from anywhere as part of an international and geographically diverse team.
• Professional Growth: We invest in your career development with learning opportunities and clear growth paths.
• Exciting Challenges: Join a fast-growing company at the forefront of the iGaming industry.

Apply now and help us elevate the player experience, build a world-class support function, and make a lasting impact in the iGaming world.

We are looking for a Junior IT Technician to join a team responsible for maintaining and supporting advanced training and simulation systems. 

In this hands-on role, you will help ensure that both hardware and software systems remain operational and ready for training. You will provide technical support, troubleshoot issues, perform preventive maintenance, and assist with the technical setup and execution of training exercises. 

This is a great opportunity for someone who is passionate about IT, enjoys hands-on technical work, and is motivated to develop their skills in a dynamic environment. 

Key Responsibilities 

• Provide technical support and troubleshooting at customer sites 
• Provide Tier 1 help desk support to users 
• Perform preventive maintenance of hardware and software systems 
• Diagnose and resolve technical issues 
• Support the technical execution of training exercises 
• Monitor system performance and ensure equipment remains operational 
• Communicate with users and technical teams to resolve issues efficiently 

Requirements 

• 1+ year of experience as an IT Technician or relevant technical education/certification 
• Recent graduates with a relevant degree are welcome to apply 
• Candidates without formal IT education but with hands-on technical experience and a strong interest in IT are also encouraged to apply 
• Basic understanding of computer operating systems and networks 
• Strong troubleshooting and problem-solving skills 
• Good communication skills in English 
• Good organizational and time-management skills 
• Willingness to learn and work hands-on with technical systems