Technical Support Engineer (24/7) (вакансія неактивна)

We are looking for an L1 Technical Support Specialist to join our 24/7 Operations team.
As the first point of contact for our partners, you will play a key role in delivering fast, professional, and high-quality technical support while ensuring stable daily operations.
This role is ideal for someone who enjoys problem-solving, adapts quickly to changing priorities, and is eager to develop technical skills.

Requirements:

— Be the first point of contact for partner requests and provide timely responses within SLA.
— Create, update, and maintain tickets with clear technical information and accurate status updates.
— Perform standard operational and configuration tasks following internal procedures.
— Investigate customer-reported issues using internal tools and documentation.
— Perform first-level technical troubleshooting by reviewing logs, monitoring systems, and application behavior.
— Reproduce known issues and follow established troubleshooting guides.
— Monitor alerts and respond according to operational procedures.
— Escalate complex incidents to the appropriate technical teams with complete investigation details.
— Coordinate communication between partners and internal teams throughout the incident lifecycle.
— Maintain accurate documentation and ensure smooth knowledge transfer between shifts.
— Support new operational processes and continuously learn new products, tools, and workflows.

Responsibilities:

— Has basic technical knowledge and strong analytical thinking.
— Learns quickly and enjoys understanding how systems work.
— Can effectively manage multiple conversations and tasks simultaneously.
— Easily switches between priorities without losing focus.
— Pays close attention to details.
— Communicates clearly and professionally.
— Takes ownership and follows tasks through to completion.
— Knows when to investigate independently and when to escalate.
— Enjoys working in a collaborative team environment.
— Adapts quickly to changing business needs and new technologies.

Technical skills:
— We expect basic knowledge of:
— HTTP / REST APIs
— Client-server architecture
— Web applications
— Reading application logs
— Basic networking concepts
— Basic SQL (would be a plus)
— Postman or similar API tools (would be a plus)
— Monitoring tools (Grafana, Kibana, ELK, etc.) (would be a plus)

What will make you successful
Successful L1 Specialists are:
— Fast without sacrificing quality.
— Highly organized.
— Detail-oriented.
— Curious and willing to investigate.
— Comfortable making decisions within established procedures.
— Flexible and adaptable to changing priorities.
— Passionate about continuous learning and professional growth.

What we offer
— Opportunity to work with international partners.
— Continuous technical learning and mentoring.
— Career growth toward L2 Technical Support, Integrations.
— Friendly and supportive team.
— Modern technologies and real production systems.
— 24/7 shift schedule.
— Medical insurance;
— Regular salary reviews and timely payments;
— Provision of necessary equipment for work as needed.

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.