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Описание: |
InfluenceProServices builds services, tools, and infrastructure that drive marketing business growth and help teams scale efficiently. Every day, we tackle complex technical and operational challenges, enabling our customers to push boundaries and achieve greater success.
We are looking for an L1 Support Engineer to serve as the first point of contact for users and manage incoming support requests. The ideal candidate will handle ticket intake, classification, and initial troubleshooting, as well as resolve common user issues using runbooks and standard procedures. In addition to day-to-day support, you will take a proactive role in designing and setting up the support process, improving existing workflows, and driving the development of documentation, runbooks, and metrics. You will work closely with the development team to escalate complex cases and ensure timely resolution while helping to build a structured, scalable support function.
Responsibilities
* Act as the first point of contact for user support requests
* Register, classify, and prioritize tickets in Jira Service Management
* Collect required information for troubleshooting
* Resolve common user issues using runbooks and standard procedures
* Design, set up, and continuously improve the L1 support process
* Manage support communication via Telegram and chat-bot
* Escalate complex issues to the development team and track resolution
* Maintain and improve support workflows in JSM
* Create and update documentation and runbooks
* Track support metrics and prepare reports
Experience and Skills
* 1-3+ years in L1 / Service Desk / Technical Support roles
* Hands-on experience with ticketing systems (Jira Service Management, Zendesk, Freshdesk, etc.)
* Experience setting up or improving support workflows and processes
* Basic understanding of web applications, APIs, and common integration issues
* Ability to read logs and perform basic technical diagnostics
* Strong documentation and knowledge base management skills
* Analytical mindset and attention to detail
* Good written communication skills
* English for written communication and technical reading (intermediate or higher)
Nice to have
* Experience administering Jira Service Management
* Experience with chat-bots or messenger-based support channels
* Basic knowledge of SQL, REST APIs, or scripting
* Experience with support metrics and SLA/KPI tracking
What we offer
* Paid vacation and sick leave
* The opportunity to work in a dynamic, multicultural team of professionals driven by a shared passion for product innovation and real impact
* A flat structure with no micromanagement and full ownership of your work
* A remote-first culture with flexible working hour
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