Jobs Customer/Technical Support

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

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

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

Responsibilities

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

Requirements

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

Nice to Have

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

About DSC Video

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

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

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

Responsibilities

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

Requirements

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

What You'll Learn

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

About DSC Video

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

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

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

Responsibilities

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

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

   

Requirements

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

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

   

Nice to Have

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

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

   

About DSC Video

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

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

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

Responsibilities

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

Requirements

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

What You'll Learn

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

About DSC Video

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

Required languages

English

B2 - Upper Intermediate

About Team In UA

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

About the Role:

We are building a strong support team for our US client — an online furniture store — and looking for a Customer Support Representative to deliver outstanding customer experience.

Requirements:

• Advanced (C1) spoken and written English
• 1+ year of experience in Customer Support/Customer Care, with mandatory phone-based communication experience
• Proven ability to confidently and clearly communicate with customers in real-time via phone calls
• Client-oriented mindset
• Ability to handle stressful situations calmly and professionally 
• High attention to detail
• Working evening shifts (15:00–24:00 Ukrainian time)

Key Responsibilities:

• Communicating with customers via phone, chat, and email
• Managing support tickets and ensuring timely resolution
• Handling calls with customers and vendors
• Providing high-quality service and maintaining customer satisfaction
• Collaborating closely with the US Customer Care team

We offer:

• A full-time job
• Paid vacation and sick leave
• Managing your taxes and accounting
• Optional benefits package that includes Health insurance, Gym membership, English courses, compensation of certification, courses, and training
• Creative and lively team of IT specialists, adequate management, and zero unnecessary bureaucracy

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

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

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

Responsibilities

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

Requirements

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

Nice to Have

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

What You'll Learn

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

About DSC Video

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

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

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

Responsibilities

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

Requirements

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

What You'll Learn

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

About DSC Video

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

We are a fast‑growing iGaming product operating across Tier‑1 markets and serving millions of users worldwide. Our team combines deep industry expertise, years of hands‑on experience, and a strong professional network - making us ambitious, highly capable, and ready to scale. We are looking for a Support Manager who can deliver world‑class customer service, resolve complex issues, and ensure a seamless player experience.

Key Responsibilities:

• Handle customer inquiries via chat, email, and ticketing systems.

• Resolve account, payment, bonus, and gameplay‑related issues within SLA.

• Escalate technical or product‑related cases to relevant teams.

• Track and document bugs, feature requests, and user feedback.

• Maintain high customer satisfaction scores (CSAT, NPS).

• Contribute to continuous improvement of support processes.

Requirements:

• 2+ years of experience in customer support, ideally in iGaming, FinTech, or SaaS.

• Strong communication skills and ability to work under pressure.

• English proficiency at B2+ level (mandatory); additional languages are a plus.

• Experience with ticketing systems (Zendesk, Freshdesk, Jira Service Desk).

• Understanding of iGaming products and user experience.

• Proactive, detail‑oriented, and solution‑driven mindset.

We offer:

• Work in an international Tier‑1 iGaming environment.

• Remote work format with flexible schedule.

• Opportunities for professional growth and skill development.

• Collaborative, multicultural team atmosphere.

Наш клієнт, Growe, провідна консалтингова компанія та група сервісів у сфері iGaming і розваг. Вони створюють стратегії, що працюють, та рішення, які масштабуються. Поєднуючи стратегічне бачення з практичним досвідом, Growe допомагає бізнесам орієнтуватися в динамічній індустрії, відкривати нові можливості, виходити на нові ринки та досягати сталого зростання.

Ідеально для тих, хто прагне:

• Керувати та координувати команду L1 support інженерів;
• Забезпечувати високу якість підтримки та дотримання SLA;
• Покращувати процеси інцидент-менеджменту та робочі флоу;
• Забезпечувати операційну ефективність та постійне вдосконалення процесів;
• Співпрацювати з L2/L3, SRE та DevOps командами.
   

Досвід, який стане твоєю перевагою:

• 3+ роки досвіду в Technical Support, Service Desk або NOC середовищах;
• 1+ рік досвіду на позиції Team Lead або Senior Support спеціаліста;
• Досвід управління 24/7 support-операціями та змінними командами;
• Сильний досвід роботи з Jira або подібними ticketing-системами;
• Досвід роботи з monitoring tools (наприклад, Grafana або аналогами);
• Сильний досвід інцидент-менеджменту та обробки ескалацій;
• Досвід моніторингу SLA, черг та беклогів інцидентів;
• Досвід координації ескалацій до L2/L3 команд;
• Базове розуміння інструментів лог-аналізу;
• Базові знання SQL;
• Технічний бекграунд у одній з суміжних ролей (QA, DevOps, SRE або розробка) буде значною перевагою;
• Англійська мова рівня B2+ (письмова та розмовна).
   

Ми цінуємо:

• Сильні комунікаційні навички;
• Лідерські якості та вміння керувати командою;
• Високий рівень відповідальності та ownership;
• Сильні організаційні та пріоритизаційні навички;
• Вміння працювати у швидкому, динамічному середовищі.
   

Наші клієнти пропонують конкурентні переваги для підтримки вашого професійного та особистого зростання, зокрема:

• Орієнтація на здоров’я та добробут;
• Глобальне медичне страхування;
• Можливості для зростання;
• Програми бенефітів (компенсація спорту / стоматології / психолога тощо);
• Бонуси за досягнення результатів;

• Динамічне робоче середовище.

   

Долучайся - і нехай твоя історія зростання розпочнеться.

English version:

Our client, Growe, is a leading business advisory and services group in iGaming and Entertainment. Сreators of strategies that work and solutions that scale. Combining strategic vision with hands-on expertise, Growe helps businesses navigate the fast-evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth.
 

Perfect for those who aim to:

• Lead and coordinate a team of L1 support engineers in a 24/7 shift model;
• Ensure high-quality support operations and SLA compliance;
• Act as a key escalation point for critical incidents;
• Improve incident management processes and workflows;
• Drive operational excellence and continuous improvement;
• Collaborate with L2/L3, SRE, and DevOps teams;
• Build a strong, accountable, and high-performing support team.
   

Experience you’ll need to bring:

• 3+ years of experience in Technical Support, Service Desk, or NOC environments;
• 1+ year of experience in a Team Lead or Senior Support role;
• Experience managing 24/7 support operations and shift-based teams;
• Strong experience with Jira or similar ticketing systems;
• Experience with monitoring tools (e.g., Grafana or similar);
• Strong incident management and escalation handling experience;
• Experience monitoring SLAs, queues, and incident backlogs;
• Experience coordinating escalations to L2/L3 support teams;
• Basic understanding of log analysis tools;
• Basic SQL knowledge;
• Technical background in a related role (QA, DevOps, SRE, or software development) will be a strong advantage;
• English level B2+ (written and spoken).
   

It's a perfect match if you have those personal features:

• Strong communication skills;
• Leadership and team management abilities;
• High sense of ownership and accountability;
• Strong organizational and prioritization skills;
• Ability to work in a fast-paced environment.
   

Our clients offer competitive benefits to support your professional and personal growth, including:

• Health & Wellness Focus;
• Global Medical Coverage;
• Growth Opportunities;
• Benefits Programs (compensation for the gym/stomatology/psychological service & etc.);
• Performance-Driven Rewards;
• Dynamic Work Environment.
   

Apply, and let your growth journey begin.

Hi there!

Are you a tech enthusiast ready to take on a challenging role in a dynamic environment? We’re looking for a Support Engineer who is passionate about working with complex systems that make a real impact across the globe. If you have experience with Linux/UNIX, TCP/IP networking, MySQL, and hardware server components, you might be the perfect fit for our team!

Join us to work on world-class communication solutions, develop your skills, and build an exciting career.
Required skills:

— Intermediate English (B1)

— Familiarity with Linux/UNIX command-line tools/environment

— Intermediate knowledge of TCP/IP networking, network protocol and packet analysis

— Experience with MySQL or other SQL database

— Understanding of typical hardware server components

As a plus:

— Technical background and IT education

— Scripting skills (bash, perl or python)

— Linux server performance troubleshooting

— Experience with web server software (like apache, nginx)
— Knowledge in the field of voip, sip

Don’t know how to deal with an issue yet? Don’t worry, we’ve got good internal courses and documentation and a great team to help you climb up the learning curve!

We offer:

— Professional development

— Highly skilled colleagues who are ready to share knowledge

— Professional trainings

— Excellent career opportunities. Make yourself and become anyone you are willing to: Senior System Engineer, Senior System Administrator, Senior Software Developer, Senior QA Automation, Senior Project Manager, etc.

— Official competitive salary

— Performance review every six months

— Paid vacations, compensatory leaves and sick leave

— Work schedule up to you: standard “office” schedule (5 day 9 till 18.00 it is Kyiv time (UTC+2/+3 ) Or flexible schedule with 12-hour shifts every three days from 8 till 20.00 or from 20.00 till 8.00.

— English classes with the experienced teachers

Responsibilities:

— Assisting telecommunication providers with launching new projects, or reconfiguration of our solutions to fulfill their current business needs

— Troubleshooting technical issues by request from customer’s tech team

—Monitoring of customers’ hardware and software infrastructure and ensuring site reliability

— Performing software updates or/and migrations to the new hardware or in the cloud

— Constant self-development in technical skills to catch up with the latest trends in technology

— Communicating with customers in a professional manner through the ticketing system. Ensuring a timely resolution of all issues meeting or exceeding SLA’s or customer expectations

— Occasional business trips all over the world for employees who have deep system knowledge and desire to travel

— You will rapidly gain vast knowledge of:

a wide variety of software applications and other components (Docker, Cassandra, MySQL, Elastic) across companies in telecommunication industry

— Managing expectations of business customers and vise escalation to keep the situation under control

About company:

PortaOne is a software developer for communication service providers. We help telcos develop and provide new communication services (IPTV, MVNO/LTE core and another) in places where they didn’t exist before or were inaccessible due to cost. Our products are a unique combination of commercial software (high-quality support, detailed documentation, etc.) while completely open to customers (open-source code, specific tools to support client-created modifications). If using a metaphor, we provide reliable hi-tech vans for communications industries’ Wild West pioneers.

The company was founded in 2001 — and now our staff consists of nearly 250 people. We have 480+ clients (Vodafone, Ziggo, TRavelSIM) in more than 90 countries on all five continents. The demand for our products has been growing for over two decades, and the pandemic even boosted it. So if you look for a challenging job with a highly demanded product and a stable income, PortaOne is the right place!

More information about the company can be found on our website portaone.com.

We are looking for an experienced Customer Support Professional. This role is responsible for providing support and guidance to users and customers across AI-driven products and services. The successful candidate must possess a strong technical background, professional work etiquette, and speak clearly and confidently. 

FLUENCY in English is a MUST.
 

RESPONSIBILITIES:

• Rapidly learn thorough understanding about the company, activities, services and able to answer the questions raised by a customer;
• Provide product/service information by answering questions, offering assistance;
• Follow up with prospective customers and return email / voicemail;
• Follow up with existing customers to confirm their satisfaction;
• Responsibility for researching and resolving complaints to ensure customers’ retention and satisfaction;
• Answer all incoming calls in a professional and timely manner;
• Attract potential customers by answering the questions about our products and services, offer information about other products and services;
• Keep a consistently positive, professional and cooperative tone with customers;
• Provide troubleshooting assistance for customers’ orders, account statuses and relevant problems.
   

EXPERIENCE AND SKILLS NEEDED:

• Must be fluent in productivity software such as MSOFFICE & GOOGLE WORKSPACE
• MUST be AI – AGI – GAI competent & certified.
• Strong technical background (IT, software, systems, or related fields);
• Must be fluent in comprehension, reading and writing English. Other languages spoken are the benefit.
• Manage incoming & outgoing calls to clients globally with deep experience in customer service processes and remote support environments.
• Flexible hours to support clients in the time zone regions of North American, Europe and  Asia.
• Critical thinker with excellent follow up, escalation skills to deliver results.
• Professional phone etiquette, with listening & communication skills;

Equipment requirements: high-speed Internet (50 Mbps upload and download speeds), noise-cancelling headset (headphones, a microphone), high quality video conferencing camera to participate with clients and company management.

Academic requirements: Bachelor’s Degree from a recognized University. Preferences will be granted to candidates with Higher Masters accreditation or Certification in Engineering.

Higher consideration would be granted to individuals that have completed AI certification, particularly those with experience in Claude Code (Claude 4.7) and its related tools and ecosystem!

Candidates must have worked with clear understanding utilizing the Anthropic Claude Co-working workspace and tools.

Ubidex is looking for a Customer Success Consultant to join our professional and friendly team. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, the candidate should possess relevant digital experience and have previously held one or more of the following positions: Account Manager, Customer Support, Customer Success or Business Developer in an AdTech or SaaS B2B company .

Responsibilities

• Own the entire relationship with assigned customers, including onboarding demos, training sessions, adoption, retention, and scaling of the customers account
• Daily customer support: troubleshooting, reports and dashboard analytics, bug and feature reports to the team
• Review the customer journey, determine how it’s supported, and use a consultative approach to help customers overcome issues and achieve their goals
• Communicate effectively with senior managers to better understand customer needs, maximize retention and growth, and share learnings
• Facilitate interaction and workflow among customer's team and traffic providers to ensure timely deliverables

Qualifications and skills

• At least three years of experience as an Account Manager, Customer Support, Customer Success or Business Developer in the Adtech industry or SaaS B2B platform.
• Strong skills in verbal and written communications
• Analytical and result-oriented mindset
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Spoken Ukrainian and English as must
• Customer focus

Tools

• Google Sheets / Excel
• Task Trackers
• Knowledge of any CRM

Join Ajax Systems, the leading manufacturer of cutting-edge Ajax wireless security systems with smart home capabilities. As a full-cycle company, we take pride in our ability to transform ideas into innovative products through development and mass production.

With a diverse range of 170+ devices, the Ajax line safeguards premises against burglary, fires, and floods while providing seamless control over electrical appliances. Our solutions have earned us Europe's highest security awards, solidifying our position as a trusted name in the industry.

Ajax is a Ukrainian success story, fueled by immense strength and boundless energy. We currently protect over 1,800,000 users in 170 countries worldwide. As our company continues to thrive, we are constantly seeking active individuals to join our team and contribute to our ongoing growth.

Right now, we have an exciting opportunity for a Support Engineer with a strong command of English.

As part of our dedicated support team, you will assist customers from all corners of the globe, providing round-the-clock assistance through various channels. We're proud of our ability to communicate in multiple languages, enabling us to promptly address and resolve user issues.

To excel in this role, we're seeking a passionate and talented Technical Support Engineer who can:

• Respond to customer inquiries promptly and professionally via phone, email, and live chat.
• Investigate and troubleshoot client issues related to our products and services, ensuring swift resolution.
• Escalate complex problems to the appropriate team when necessary.
• Document and track customer interactions and problems using our efficient customer relationship management system (CRM).
• Educate customers on the features and benefits of our outstanding products and services.

Key requirements for this role:

• Knowledge of the basics of physics and electrical engineering, empowering you to handle technical queries effectively.
• Intermediate or higher level of English proficiency.
• Experience in customer communication, ensuring you understand their needs and can provide exceptional support.
• Familiarity with CRM systems (Jira, Confluence, etc.) is. a plus
• A degree in tech/engineering as a plus.

In return for your dedication and contributions, we offer:

• Working in dynamically growing multinational and multicultural Group.
• Ability to add value to the business by applying your knowledge and skills.
• Ajax security system kit (you will be a part of the beta-testing program and will be able to test new devices and features before official release).
• Full-time working schedule.
• Medical insurance.

If you are ready to join a forward-thinking company that values innovation and customer satisfaction, while offering a vibrant work environment, then apply now to become a part of our exceptional team at Ajax Systems. 

Ідеально для тих, хто прагне:

• Моніторити платіжний трафік в режимі реального часу позмінно (включаючи нічну зміну), обробляти екстрені сповіщення;
• Контролювати якість налаштування cashier в різних регіонах;
• Аналізувати поточні потоки платежів, методів, існуючого моніторингу, пріоритезації постачальників тощо;
• Ескалювати падіння та аномалії в обробці трафіку постачальникам платіжних послуг та передавати відповідним внутрішнім командам для вирішення проблеми;
• Швидко та точно перенаправляти трафік відповідно до інструкцій та поточного стану постачальників платіжних послуг;
• Документувати зміни на стороні постачальника платіжних послуг та внутрішнього розподілу (каса, розподіл постачальників, увімкнення/вимкнення, потоки платежів тощо);
• Передавати інформацію про критичні зміни в потоці платежів, звітувати про завершення зміни.

Досвід, який стане твоєю перевагою:

• Досвід роботи на аналогічній посаді або у Fintech/PSP (або кандидати без досвіду, але з бажанням швидко навчатись);
• Розуміння платіжних та транзакційних систем та послуг;
• Розуміння технічної інтеграції, воронок, потоків онлайн-платежів;
• Англійська мова на середньому рівні;
• Досвідчений користувач Excel та іншого програмного забезпечення MS Office;
• Досвід письмового та усного спілкування з іноземними клієнтами або партнерами;
• Досвід роботи з Grafana та Tableau буде перевагою.

Ми цінуємо:

• Увагу до деталей;
• Високий рівень комунікативних навичок;
• Багатозадачність, швидке виконання завдань;
• Навички командного гравця.

Наші клієнти пропонують конкурентні переваги для підтримки вашого професійного та особистого зростання, зокрема:

• Орієнтація на здоров’я та добробут;
• Глобальне медичне страхування;
• Можливості для зростання;
• Програми бенефітів (компенсація спорту / стоматології / психолога тощо);
• Бонуси за досягнення результатів;
• Динамічне робоче середовище.

English version:

Perfect for those who aim to:

• Monitor real-time payment traffic in shift mode (including night shift), handling emergency alerts;
• Reroute traffic fast and accurately according to instructions and the current state of payment providers;
• Control the quality of cashier setup across regions;
• Escalate drops and anomalies on processing traffic to payment providers and respective internal teams to solve the issue;
• Document changes on the payment provider’s side and internal distribution (cashier, including buttons order, providers distribution, on\off, payment flows, etc.);
• Deep into the current payment flows, methods, existing monitoring, providers’ prioritization, etc.;
• Announce critical changes in payment flow, closed shift report.
   

Experience you’ll need to bring:

• Experience at the same position or in Fintech\PSP (or candidates without experience, but with a desire to learn quickly);
• English at an Intermediate level;
• Advanced Excel and other MS Office software user;
• Understanding of online payments technical integrations, funnels, flows;
• Experience in written and oral communication with foreign customers or partners;
• Understanding of payment and transactional systems and services;
• Experience in working with Grafana and Tableau is a plus.

It's a perfect match if you have those personal features:

• Attention to details;
• High level of communication skills;
• Multitasking, quick task execution;
• Good team player.

Our clients offer competitive benefits to support your professional and personal growth, including: 

• Health & Wellness Focus;
• Global Medical Coverage;
• Growth Opportunities;
• Benefits Programs (compensation for the gym/stomatology/psychological service & etc.);
• Performance-Driven Rewards;
• Dynamic Work Environment.

Want to grow your career in iGaming and work directly with high-value players?
Are you comfortable thinking in terms of LTV, NGR, and long-term profitability instead of just turnover? Then this role might be for you.
We are looking for an experienced VIP Manager who knows how to build strong relationships with VIP players, balance retention and risk, and create personalized offers that drive real business results.
Key Responsibilities:
• Personal 1-on-1 communication with VIP players
• Reacting to deposits, withdrawals, complaints, and нестандарт requests
• Daily analysis of the VIP pool: deposits, turnover, NGR, churn signals
• Setting up and issuing personalized bonuses in line with risk limitations
• Close collaboration with risk, fraud, payments, and support teams
• Documenting all agreements and actions in CRM
Weekly Responsibilities:
• Reviewing VIP segmentation based on LTV and NGR
• Planning individual retention activities:
• Exclusive promotions
• Cashback offers
• Non-monetary perks
• Analyzing bonus and offer performance with a strong focus on profitability
Requirements:
• Proven experience as VIP Manager, VIP Account Manager, or Retention Manager in iGaming
• Strong understanding of bonus mechanics, cashback structures, and personalized offers
• Clear understanding of bonus hunting risks and cooperation with risk and fraud teams
• Analytical mindset and confidence working with numbers
• Experience with CRM systems, Excel or Google Sheets, BI reports
• Ukrainian or Russian language + English B2 or higher
We Offer:
• Fully remote format
• Base salary + performance bonuses
• Paid training
• Career and financial growth opportunities
• Paid vacation and sick leave
If you’re ambitious, data-driven, and ready to grow — this role is your launchpad 🚀