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.
