Customer Support Specialist (L1)

Customer Support Specialist (L1)

We are searching for a smart and efficient person with good communication skills, understanding of networking principles and intermediate English level to join us as a L1 Support Agent. This role includes providing basic technical support to our clients, monitoring infrastructure, reporting/escalating incidents and managing internal documentation on a shift basis (including graveyard shifts).

Our primary area of competence is providing DevOps services and our technical support engineers can take free corporate DevOps course provided by our experienced mentors. The most prominent support agents can be promoted to an SRE position.

Duties:

• Providing L1 technical support services
• 24/7 written communication with company’s clients in Slack chats and emails
• Managing alerts from the monitoring systems
• Managing incidents (escalations to engineering department) according to the project and company demands
• Updating internal guides and HowTos

Mandatory skills:

• Intermediate English level (writing and speaking)
• Understanding of networking principles and protocols
• Good communication skills
• Analytical thinking
• Ability to understand and analyze data charts

Bonus points for:

• Incident management (ticket systems, issue trackers) experience
• Technical writing experience
• Grafana experience (or any monitoring system interface)
• Basic understanding of cloud computing
• Basic understanding of Linux

We offer:

• Remote-first working model (with office in Kremenchuk available)
• Accounting support
• Tax compensation
• Paid sick leaves and vacations
• Flexible working schedule
• English classes
• Health insurance
• Sports compensation
• Educational budget
• Great corporate events

We are looking forward to hearing from you!