Technical Support Specialist

• Work closely with business units and technical teams to clarify requests and track task progress;

• Monitor Grafana boards to assess system performance and detect potential issues;

• Record incidents in JSM/Jira in compliance with established workflows;

• Handle support tickets, ensuring they are updated regularly and resolved promptly;

• Escalate incidents when required, adhering to internal protocols;

• Draft and deliver notifications about scheduled or unscheduled technical activities;

• Collect detailed technical information using the available tools for further escalation of issues to the appropriate development team. 

• 6–12 months of experience in Technical Support or L1 Support;

• English proficiency at B1+/B2 level or higher for written communication and working with technical documentation;

• Understanding of client-server architecture, HTTP, REST API, request/response, and HTTP status codes;

• Ability to use browser DevTools (Network, Console);

• Experience with any ticketing system (Jira, Zendesk, Freshdesk, etc.);

• Ability to independently reproduce issues and clearly document them for developers: steps to reproduce, expected and actual results, timestamps, IDs, screenshots/videos. 

• Analytical thinking: looking beyond the reported symptoms to identify the root cause of an issue;

• Attention to detail when working with statuses, IDs, logs, transactions, etc;

• Ownership: taking responsibility for cases until resolution and following up on escalated issues;

• Ability to prioritize multiple cases simultaneously, considering SLAs and business impact;

• A calm and systematic approach during incidents and high-priority issues;

• Willingness to learn and quickly understand new products, systems, and processes. 

• 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.