Jobs Customer/Technical Support

SoftPlus Ukraine is software development company based in Ukraine. We work with companies of various sizes and phases of maturity. Our team is composed of highly skilled professionals who are passionate about technology and constantly strive for excellence.

This position is available as both part-time and full-time:

• $3.5 / hour, meaning:
  • Part-time (4 hours/day) – $300 per month
  • Full-time (8 hours/day) – $600 per month

We are currently seeking a Data Entry Specialist to join our dynamic team and assist with daily operations for a US-based wholesale and delivery company. As a valued team member, you will play a crucial role in ensuring the smooth and efficient functioning of our back-office operations. This includes managing administrative tasks such as data entry, record keeping, and processing financial transactions. Our team consists of young and active people working from different cities and countries around the globe.

Tasks:

• Accurately input, update, and maintain project-related data in the system.
• Verify and cross-check information for accuracy and completeness.
• Assist in managing and organizing data, ensuring it is easily accessible to the team.
• Collaborate with other team members to address data discrepancies and resolve issues.
• Generate reports and provide administrative support for project data-related tasks.

Requirements:

• Finished or unfinished Bachelor’s degree.
• High attention to detail and strong organizational skills.
• Proficiency in basic computer software, including MS Excel, Word, and other data management tools.
• Ability to work independently with minimal supervision.
• Strong communication skills and ability to collaborate with a global team.
• English level B1+ (Intermediate).
• Available to part-time working schedule from 14:00 (or 16:00) to 20:00, Monday through Friday, with an optional 30-minute lunch break.
• Available for full-time working schedule from 12:00 to 20:30 with a 30-minute lunch break.

Would be a plus:

• Experience in field or support

We offer:

• A 2-week paid probation period with the potential for permanent hire.
• Opportunities for professional growth and career development.
• A friendly, supportive, and collaborative work environment.
• Exciting projects utilizing the latest technologies.
• The chance to work with a talented, global team of professionals.

If you are passionate about software quality and want to take your skills to the next level, we would love to hear from you! Join our team at SoftPlus Ukraine. and contribute to the success of our innovative projects.

TodaPay is an international fintech company operating in the digital payments and financial infrastructure space across multiple jurisdictions. We support high-growth payment operations with multi-currency transactions, crypto payments, and complex corporate structures.
 We are looking for a specialist to join our L1 Support team to monitor the system and handle incoming requests.

Requirements

• Analytical mindset, high attention to detail, strong critical thinking, and the ability to work with large volumes of digital data.
• Proficiency in MS Excel (working with filters, formulas, and spreadsheets).
• High level of personal responsibility, stress tolerance, proactivity, and the ability to maintain focus in a multitasking environment.
• Result-oriented approach, systematic problem-solving skills, and readiness to strictly follow internal company regulations.
• Strict adherence to and fulfillment of all established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Fluency in Ukrainian, Russian, and English (at a confident business correspondence level).
• Readiness for a shift-based work schedule (including night shifts). 

Responsibilities

• Request Handling: Receiving and processing client inquiries regarding technical and operational issues.
• System Monitoring: Monitoring key performance indicators, tracking volumes, and detecting any anomalies or deviations from the norm.
• Alert Response: Immediate response to system alerts, logging incidents, and escalating them to relevant departments.
• Non-Standard Case Analysis: Initial assessment of atypical situations and cross-functional collaboration with the Risk Management department to resolve complex issues.
• Service Verification: Conducting regular verification (test) transactions to monitor system availability and proper functionality on the client's side.
• Ticket Management: Logging incidents in the ticketing system, maintaining internal documentation, and ensuring a detailed shift handover.
• Reporting: Preparing analytical data slices and reports upon request from adjacent departments.

Working conditions

• Work Schedule: Shift-based (3 types of 8-hour shifts daily to ensure 24/7 coverage). The workload is distributed evenly, averaging 19 shifts per month per agent.
• Onboarding & Probationary Period: 1. The first 2 weeks consist of introductory training and a paid internship. 2. This is followed by a 2-month probationary period. 3. Upon successful completion of all stages, transition to the standard salary tier is provided.
• Benefits Package: Official paid vacation and sick leave fully covered by the company.

We are looking for a Technical Support Manager (L1) to provide high-level assistance to our customers and partners. This role includes diagnosing and troubleshooting software issues, as well as configuring customer and provider accounts, including AI models.

📌 Please note: This position requires working night shifts, including:

One shift from 11:00 PM to 8:00 AM (23:00 – 08:00)
One shifts from 10:00 PM to 7:00 AM (22:00 – 07:00)
 

Primary responsibilities of a Technical Support Manager:
- Diagnose and troubleshoot technical issues, including account setup;
- Ask customers targeted questions to quickly understand the root of the problem;
- Guide clients and providers through issue resolution via phone, email, or chat;
- Properly escalate unresolved issues to appropriate internal teams;
- Provide prompt and accurate feedback to customers;
- Oversee the integration pipeline;
- Configure provider and client accounts;

- Utilize AI models to automate issue diagnostics, analyze client data, and optimize support processes.

Requirements & Skills

- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role;

- Ability to diagnose and troubleshoot basic technical issues;

- Experience working with AI models for data analysis, process automation, or customer support;

- Excellent problem-solving and communication skills;

- Excellent skills in SQL;

- Ability to provide step-by-step technical help, both written and verbal;

- BS degree in Information Technology, Computer Science, or relevant field.

Probation

- Standard probation — 3 months (may be exceptional cases)

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

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

Responsibilities

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

Requirements

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

Nice to Have

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

What You'll Learn

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

About DSC Video

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

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

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

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

Responsibilities

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

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

   

Requirements

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

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

   

Nice to Have

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

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

   

About DSC Video

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

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

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

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

Responsibilities

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

Requirements

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

Nice to Have

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

About DSC Video

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

We are looking for a motivated Technical Support Specialist with prior experience, who is ready to grow further in a fast-paced technology environment. This role is an excellent opportunity to apply your hands-on expertise in technical troubleshooting, incident management, and communication with international partners.

You will collaborate closely with our support and product teams to efficiently resolve technical issues and ensure the smooth and reliable operation of our platform.

Rotating 2-on/2-off schedule: two morning shifts → two days off → two evening shifts → two days off → two night shifts → two days off.

Requirements:

• Basic understanding of HTTP/HTTPS protocols and REST API principles;
• Ability to read and interpret JSON/XML data structures;
• Strong analytical thinking and structured problem-solving approach;
• High attention to detail and ability to work with logs and technical data;
• English level A2—B1+ (ability to read documentation and communicate in writing);
• Willingness to work in a 24/7 rotating shift schedule;
• Good communication skills and ability to work effectively in a team environment.

Responsibilities:

• Handle incoming support requests from partners in a timely and professional manner;
• Analyze game rounds and verify bets, wins, and transactions according to internal procedures;
• Perform basic setup tasks (currencies, providers, configurations) following internal guidelines;
• Monitor system performance and promptly report identified issues;
• Work with logs to detect errors and inconsistencies;
• Use API tools (Postman/Swagger) to perform basic checks and validations;
• Communicate effectively with partners and internal teams;
• Escalate complex or critical issues to senior team members;
• Maintain accurate shift handover notes and update internal documentation.

Would be a plus:

• Experience with Postman, Swagger, or similar API testing tools;
• Basic knowledge of SQL and ability to run simple queries;
• Familiarity with monitoring and logging tools (Kibana, Grafana, etc.);
• Basic understanding of iGaming or online casino platforms and workflows.

Working conditions:

• Medical insurance;
• Regular salary reviews and timely payments;
• Provision of necessary equipment for work as needed;
• Official employment as a private entrepreneur;
• Psychological support.

Professional development:

• Corporate English classes;
• Mentoring from experienced Team Leads;
• 50% reimbursement for courses/certifications/webinars, etc.;
• Development towards leadership positions within the company.

Work-life balance:

• Ability to work fully remotely;
• Vacation: 24 calendar days per year;
• Paid sick leave;
• Informal office meetings every month.

• Project Description:

  Applying to the position, you may join one of the most respected and fastest growing institutional investors in the world. Our client is a professional investment management organization that globally invests the funds to ensure long-term sustainability. The company invests in all major asset classes, including public equity, private equity, real estate, infrastructure and fixed-income instruments, and currently has offices in Toronto, London, Hong Kong, New York, São Paulo, Luxembourg and Mumbai.

  
  Client attracts and selects high-calibre individuals from top-tier institutions around the globe. Join our team and look forward to:
  • Diverse and inspiring colleagues and approachable leaders
  • Stimulating work in a fast-paced, intellectually challenging environment
  • Accelerated exposure and responsibility
  • Global career development opportunities
  • Being motivated every day by important social purpose and unshakable principles
  • A deeply rooted culture of Integrity, Partnership and High Performance
  If you share a passion for performance, value a collegial and collaborative culture, and approach everything with the highest integrity, here's an opportunity.

   

• Responsibilities:

  Technical support role for the platform:
  • Deal with L1/L2 tickets
  • Collaborate with different stakeholders
  • Investigate and provide comprehensive details for quick resolution

   

• Mandatory Skills Description:

  • Atlassian tools (Confluence/Jira) knowledge
  • Linux administration and troubleshooting experience
  • Good networking understanding

Description
The Trading Operator is the live set of eyes on our trading platform during US market hours, ensuring continuous, uninterrupted oversight of automated and discretionary strategies. The operator monitors, detects anomalies, escalates to fund managers, and executes pre-defined interventions when authorized.

Responsibilities

• Continuously monitor the trading platform throughout the entire shift: positions, P&L, order flow, connectivity, latency, and risk dashboards, without interruption.
• Identify edge cases and anomalies: stuck or rejected orders, abnormal slippage, data feed disruptions, API/broker disconnects, exposure breaches, unexpected strategy behavior, and significant market dislocations.
• Maintain a real-time shift log documenting every alert, anomaly, action taken, and timestamp.
• Contact the on-call fund manager immediately when an event matches escalation criteria; remain on the line until the issue is resolved or formally handed over.
• Execute manual interventions strictly per the playbook: kill switches, position flattening, strategy pause/resume, broker failover - only when authorized or when documented thresholds are breached.
• Perform pre-market readiness checks (16:30–17:00) and end-of-shift handover notes summarizing the night.

Requirements

• Demonstrated ability to sustain focus and vigilance over a 6.5-hour shift, this role does not tolerate gaps in attention.
• Calm, decisive, and procedure-driven under pressure; communicates clearly and concisely on the phone at 23:00.
• Fluent English (written and spoken).
• Basic computer skills.

Working conditions

• Schedule: Mon–Fri, 16:30–23:00

What you will do

— Communication with payment providers: Promptly resolve issues regarding problematic transactions (stuck deposits, payout delays, and disputable cases).

— Handling rejected transactions: Process failed withdrawals in the admin panel, return funds to users' balances, and draft/send clear notifications to clients explaining the reasons and next steps.

— Monitoring payment infrastructure: Continuously track the status and performance of payment gateways.

— Internal coordination: Promptly notify the Customer Support team about provider-side outages and suggest alternative payment solutions for users.

What we expect

— Experience: 1–2 years of experience as a Payment Support Specialist, Billing Analyst, or Technical Support Agent in iGaming, FinTech, E-commerce, or Crypto.

— Language proficiency: English at B2 level or higher (written) for effective communication with international providers.

— Understanding of payment systems, internet acquiring, crypto processing, and transaction lifecycles.

— Ability to work with admin panels and read technical logs (understanding API error codes).

— Proficiency in Google Sheets (formulas, filters).

— Basic knowledge of SQL (ability to write simple SELECT queries to locate transactions in the database) will be a strong advantage.

What we offer

— Work format: Fully remote.

— Schedule: Full-time 5/2, with a requirement for a brief check on critical errors during weekends (at least once a day, remotely).

— Payments in USDT

— Growth: Training and support from an experienced international team, with genuine opportunities for career progression within the project.

Requirements:

• English — upper-intermediate and higher (speaking and writing)
• Time management skills
• Analytical mindset
• Ability to work in a team-based environment
• A systematic approach to problem-solving
   

Will be a plus:

• Work experience in technical support
• Experience with databases and SQL
• Experience with API
• Experience with ticketing systems (Zendesk, Jira)
• Familiarity with log analysis
• Familiarity with product development life-cycle
• Familiarity with iOS, iPadOS
• Familiarity with any programming language
   

Responsibilities:

• Working on resolving clients issues
• Client communication and issue ownership
• Meeting SLA for owned issues
• Maintain strict and professional communication with other department

Work Schedule: 
Hybrid model with 3 days per week in the office and 2 days of remote work.

We’re looking for a Technical (Python) Support Engineer to keep our production applications stable and fast during weekend shifts. You’ll handle incident triage, bug fixes, and small improvements while collaborating with the core team when escalation is needed. Shift: Full time on Weekdays (From Monday to Friday) 00:00 — 8:00 (GMT +3)

What you’ll do

• Maintain and troubleshoot Python/Django web applications
• Debug and optimize database performance (PostgreSQL)
• Operate core AWS services (EC2, S3)
• Diagnose issues with cross-functional teams and implement quick fixes
• Keep code changes clean, documented, and secure
• Handle end-user requests and provide technical assistance

What we’re looking for:

• English: Upper-Intermediate or higher
• Experience: 6+ months with Python & Django OR no commercial experience but:
   
  • Completed relevant courses/bootcamps (Python, Django, Databases, AWS)
  • Strong fundamentals (data types, HTTP/REST, Git, basic Linux, debugging)
  • Hands-on projects (pet projects, labs, internships) — GitHub links welcome
• Solid knowledge of PostgreSQL (or another relational DB)
• Basic familiarity with AWS (EC2, S3)
• Strong analytical and debugging skills
• Basic understanding of REST APIs and front-end basics (HTML, CSS, JavaScript)
• Clear communicator; comfortable working independently and in a team

Nice to have

• Docker, Kubernetes, and CI/CD pipelines
• Web application security best practices
• Experience in an Agile environment

What we offer

• Paid part-time weekend shifts
• Flexible choice of shift blocks
• Supportive team and transparent processes
• Fast track to real production experience

We’re looking for a Technical (Python) Support Engineer to keep our production applications stable and fast during weekend shifts. You’ll handle incident triage, bug fixes, and small improvements while collaborating with the core team when escalation is needed. Shift: Full time on Weekdays (From Monday to Friday) 00:00 — 8:00 (GMT +3)

What you’ll do

• Maintain and troubleshoot Python/Django web applications
• Debug and optimize database performance (PostgreSQL)
• Operate core AWS services (EC2, S3)
• Diagnose issues with cross-functional teams and implement quick fixes
• Keep code changes clean, documented, and secure
• Handle end-user requests and provide technical assistance

What we’re looking for:

• English: Upper-Intermediate or higher
• Experience: 6+ months with Python & Django OR no commercial experience but:
   
  • Completed relevant courses/bootcamps (Python, Django, Databases, AWS)
  • Strong fundamentals (data types, HTTP/REST, Git, basic Linux, debugging)
  • Hands-on projects (pet projects, labs, internships) — GitHub links welcome
• Solid knowledge of PostgreSQL (or another relational DB)
• Basic familiarity with AWS (EC2, S3)
• Strong analytical and debugging skills
• Basic understanding of REST APIs and front-end basics (HTML, CSS, JavaScript)
• Clear communicator; comfortable working independently and in a team

Nice to have

• Docker, Kubernetes, and CI/CD pipelines
• Web application security best practices
• Experience in an Agile environment

What we offer

• Paid part-time weekend shifts
• Flexible choice of shift blocks
• Supportive team and transparent processes
• Fast track to real production experience

The Customer Support Engineer will focus on providing technical support and maintaining production operations. The specific requirements and responsibilities include:

The vacancy assumes a shift work schedule.
 

Job Requirements:

• Proficiency in using PC. Ideally after QA courses
• Background in Data Support (Tier 1+2); Tier 3 is an advantage.
• Strong troubleshooting and problem-solving skills.
• Excellent service orientation and communication skills.
• English level at least B1.
• Ability to work independently and as part of a team.

Key Responsibilities:

Problem Resolution:

• Identify potential production issues and implement proactive solutions.
• Troubleshoot technical issues and collaborate with teams to ensure resolution.

Customer Support:

• Provide prompt technical support to end-users
• Collaborate with R&D and product management to resolve client issues.

Production Coordination:

• Develop and manage production schedules.
• Adjust schedules as needed to accommodate changes or delays.

Stakeholder Communication:

• Serve as the primary liaison between teams to ensure clear communication.
• Notify stakeholders and clients of any delays or issues.

We are a pioneering SaaS LegalTech startup poised to revolutionize the notary industry. Our top-notch notary services platform empowers users with real-time document notarizations, available at their fingertips.

We seek an exceptional candidate to handle customer onboarding, product training, and support requests, ensuring our clients derive maximum value from our platform. We value empathic self-starters who thrive in ambiguous situations and seamlessly integrate into our team.

Responsibilities:

• Provide direct support to partners and customers

• Communicate with clients via chat and email

• Facilitate smooth customer onboarding processes

• Refine and create instructions outlining the platform processes' workflows

• Foster customer satisfaction, value realization, and growth

Requirements:

• Demonstrated experience in customer-facing roles

• Excellent communication and problem-solving skills

• Proficiency in written English at an Upper-Intermediate (B2) level or higher

• Strong understanding of delivering exceptional customer experiences

• Proficient in analytical and fault-finding skills, with the ability to work under pressure in startup environments

• Can-do attitude with a willingness to take initiative

• Flexibility to work evening shifts

• Strong teamwork ethic in a follow-the-sun support model

What we offer:

• Competitive salary

• Flexible working hours and remote work options

• Opportunities for professional growth and development

• English classes to boost the language skills

• Collaborative and inclusive work environment

• Access to the latest technologies and tools

• Comprehensive medical insurance coverage