We are looking for an L1/L2 Support to join our team under the Team Lead Service Desk. This role is responsible for real-time monitoring and first-line incident response in a 24/7 shift model to maintain platform stability.
⚙️ Your Tasks: * Monitoring & Detection: Continuously monitor system health via Grafana/Zabbix; identify anomalies and catch critical alerts; * Triage & Response: Assess incident severity/impact, execute initial runbook actions, and escalate to L2/L3 teams when needed; * Ticket Management: Create, update, and track incident tickets (Jira) with accurate timestamps and descriptions throughout their lifecycle; * Runbook Execution: Perform standard operations (restarts, validation checks) and report any documentation gaps; * Communication & Handover: Provide real-time updates in incident channels and ensure smooth shift handovers.
Our criteria: * 1-2+ years of experience in Tech Support, NOC, or Production Support; * Strong understanding of the incident lifecycle (Detection, Triage, Escalation, Closure); * Hands-on experience with monitoring tools (Grafana, Zabbix, New Relic) and ticketing systems (Jira SM); * Basic understanding of Web applications, APIs, logs, metrics, and cloud infrastructure.
Soft Skills: * Strict execution discipline and high attention to detail; * Clear, concise communication and stress resilience during high-severity incidents; * Full readiness for a 24/7 shift schedule (including nights, weekends, and holidays).
Nice to Have: * Experience in high-load environments (FinTech, Gaming, SaaS); * Familiarity with alerting tools (PagerDuty / Opsgenie); * Basic understanding of AWS / Kubernetes.
Working Conditions: * 24/7 shift-based schedule; * Fast-paced, high-load production environment requiring quick and accurate responses.
Our Offer: * Flexible work setup — work remotely or from the office, we focus on results, not location; * Support for a comfortable work environment — we compensate coworking expenses and EcoFlow power stations to help our team stay productive during power outages in Ukraine; * Unlimited vacation and sick leave, because we trust our people to manage their time responsibly; * Relocation support for team members who want to move; * Regular performance-based bonuses that reward individual and team impact; * Learning support — we cover 50% of professional courses and development programs; * Language & wellbeing support — we cover 50% of English classes and psychological consultations; * Career growth opportunities — we prioritize internal promotions and development; * Team culture that actually feels like one — regular gifts, company merch, and team events throughout the year; * Real impact — we are small enough for every voice to be heard and big enough to turn great ideas into action quickly.
