Technical Support Agent

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.

Experience you’ll need to bring:

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.

It's a perfect match if you have those personal features:

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.