L1 Technical Support Specialist ( 24/7)

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)

Умови роботи
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.