On-Duty Customer IT Support Specialist - Middle+

<p><strong>The Customer IT Support team</strong> is responsible for managing technical issues of the company’s clients, resolving any issues related to the company’s products, and ensuring user understanding.</p> <p><strong>Challenges that await you:</strong></p> <ul> <li>Coordinate our incident response from detection to resolution by operating quickly.</li> <li>Respond instantly and effectively to critical incidents: classify, prioritize, and escalate them to the appropriate technical teams.</li> <li>Coordinate actions across multiple teams to resolve incidents as fast as possible; stay involved until full resolution</li> <li>Monitor the health of critical company services and infrastructure</li> <li>Keep internal stakeholders updated on the incident status and resolution progress</li> <li>Organize post-incident recovery actions and customer communication</li> <li>Prepare post-incident reviews to identify root causes and improve future responses</li> </ul> <p><strong>What makes you a great fit:</strong></p> <ul> <li><strong>Must have</strong> 2+ years of experience in handling significant incidents in a 24/7 high-load environment.</li> <li>3+ years in customer-facing roles in support, product, or service delivery.</li> <li>Ability to coordinate multiple teams simultaneously.</li> <li>Understanding of how large-scale IT systems work and interact.</li> <li>High sense of responsibility and strong self-organization skills</li> <li>B1 or higher English level for effective communication with an international team</li> </ul> <p><strong>Work schedule:</strong></p> <p>&nbsp;A 4-day rotating shift pattern:</p> <ol> <li><strong>Day 1</strong> – Working shift from <strong>08:00 to 20:00</strong></li> <li><strong>Day 2</strong> – Working shift from <strong>20:00 to 08:00</strong></li> <li><strong>Day 3</strong> – Rest day (post-night shift recovery)</li> <li><strong>Day 4</strong> – Day off</li> </ol> <p><strong><br>Your Bonus Skills:</strong></p> <ul> <li>Experience in Public Cloud, Microservices, and monitoring systems.</li> <li>Support or another technical experience with AWS, Kubernetes, PostgreSQL, Docker, Linux, Kafka (support or other technical experience with any of them).</li> <li>Experience working with ITSM systems and/ or with <a href="http://incidents.io">incidents.io</a>, Rootly, FireHydrant, or similar Incident Management Systems</li> <li>Experience building a monitoring function, including alert setup and dashboard creation</li> </ul> <div class="t396__elem tn-elem tn-elem__8559900061715530713485" data-elem-id="1715530713485" data-elem-type="text" data-field-top-value="1024" data-field-left-value="271" data-field-height-value="20" data-field-width-value="656" data-field-axisy-value="top" data-field-axisx-value="left" data-field-container-value="grid" data-field-topunits-value="px" data-field-leftunits-value="px" data-field-heightunits-value="px" data-field-widthunits-value="px" data-field-textfit-value="autoheight" data-field-top-res-320-value="1715" data-field-left-res-320-value="12" data-field-width-res-320-value="195" data-field-container-res-320-value="grid" data-field-top-res-480-value="1638" data-field-left-res-480-value="80" data-field-width-res-480-value="318" data-field-top-res-640-value="1204" data-field-left-res-640-value="65" data-field-width-res-640-value="307" data-field-top-res-960-value="1051" data-field-left-res-960-value="153" data-fields="top,left,width,height,container,axisx,axisy,widthunits,leftunits,topunits"> <div class="tn-atom"><strong>Our ways of working:</strong></div> </div> <div class="t396__elem tn-elem tn-elem__8559900061715530713504" data-elem-id="1715530713504" data-elem-type="text" data-field-top-value="1060" data-field-left-value="271" data-field-height-value="182" data-field-width-value="598" data-field-axisy-value="top" data-field-axisx-value="left" data-field-container-value="grid" data-field-topunits-value="px" data-field-leftunits-value="px" data-field-heightunits-value="px" data-field-widthunits-value="px" data-field-textfit-value="autoheight" data-field-top-res-320-value="1747" data-field-left-res-320-value="10" data-field-width-res-320-value="303" data-field-container-res-320-value="grid" data-field-top-res-480-value="1670" data-field-left-res-480-value="80" data-field-height-res-480-value="338" data-field-width-res-480-value="321" data-field-container-res-480-value="grid" data-field-top-res-640-value="1239" data-field-left-res-640-value="65" data-field-width-res-640-value="489" data-field-top-res-960-value="1087" data-field-left-res-960-value="150" data-fields="top,left,width,height,container,axisx,axisy,widthunits,leftunits,topunits"> <div class="tn-atom"> <ul> <li><strong>Innovative Spirit:&nbsp;</strong>A commitment to creativity and groundbreaking solutions</li> <li><strong>Honest Feedback:</strong>&nbsp;valuing open, transparent communication</li> <li><strong>Supportive Team:&nbsp;</strong>a strong, collaborative community</li> <li><strong>Celebrating Achievements:&nbsp;</strong>recognizing our wins together</li> <li><strong>High-Tech Environment:</strong>&nbsp;a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances</li> </ul> </div> </div> <div class="t396__elem tn-elem tn-elem__8559900061715530713509" data-elem-id="1715530713509" data-elem-type="text" data-field-top-value="1274" data-field-left-value="271" data-field-height-value="20" data-field-width-value="656" data-field-axisy-value="top" data-field-axisx-value="left" data-field-container-value="grid" data-field-topunits-value="px" data-field-leftunits-value="px" data-field-heightunits-value="px" data-field-widthunits-value="px" data-field-textfit-value="autoheight" data-field-top-res-320-value="2110" data-field-left-res-320-value="11" data-field-width-res-320-value="210" data-field-container-res-320-value="grid" data-field-top-res-480-value="2032" data-field-left-res-480-value="80" data-field-width-res-480-value="318" data-field-top-res-640-value="1530" data-field-left-res-640-value="69" data-field-width-res-640-value="307" data-field-top-res-960-value="1300" data-field-left-res-960-value="154" data-fields="top,left,width,height,container,axisx,axisy,widthunits,leftunits,topunits"> <div class="tn-atom"><strong>Our benefits:</strong></div> </div> <div class="t396__elem tn-elem tn-elem__8559900061715530713512" data-elem-id="1715530713512" data-elem-type="text" data-field-top-value="1310" data-field-left-value="271" data-field-height-value="208" data-field-width-value="634" data-field-axisy-value="top" data-field-axisx-value="left" data-field-container-value="grid" data-field-topunits-value="px" data-field-leftunits-value="px" data-field-heightunits-value="px" data-field-widthunits-value="px" data-field-textfit-value="autoheight" data-field-top-res-320-value="2142" data-field-left-res-320-value="10" data-field-width-res-320-value="308" data-field-container-res-320-value="grid" data-field-top-res-480-value="2064" data-field-left-res-480-value="80" data-field-height-res-480-value="338" data-field-width-res-480-value="333" data-field-container-res-480-value="grid" data-field-top-res-640-value="1565" data-field-left-res-640-value="65" data-field-width-res-640-value="487" data-field-top-res-960-value="1336" data-field-left-res-960-value="150" data-field-width-res-960-value="582" data-fields="top,left,width,height,container,axisx,axisy,widthunits,leftunits,topunits"> <div class="tn-atom"> <ul> <li data-list="bullet"><strong>Relocation support </strong>to one of our hubs — Cyprus, Georgia, Serbia, or Kazakhstan — with assistance for the employee and their family</li> <li><strong>Flexible work&nbsp;</strong>from one of our offices or remote</li> <li><strong>Healthcare</strong> <strong>Coverage</strong></li> <li data-list="bullet"><strong>Education Budget:</strong>&nbsp;Language lessons, professional training and certifications</li> <li data-list="bullet"><strong>Wellness Budget:</strong>&nbsp;Mental health and fitness activity reimbursements</li> <li data-list="bullet"><strong>Vacation policy:</strong>&nbsp;20 days of annual leave and paid sick leave</li> </ul> </div> </div>