Customer IT Support Specialist - Middle+
We are looking for a Customer IT Support Specialist to join our Customer IT Support team.
The Customer IT Support team is responsible for managing technical issues of the company’s clients, resolving issues related to the company’s products, and ensuring users have a clear understanding of how to use them.
Challenges that await you:
- Coordinate incident response from detection to resolution by operating quickly and effectively.
- Respond to critical incidents: classify, prioritize, and escalate them to the appropriate technical teams.
- Coordinate actions across multiple teams to resolve incidents as quickly as possible and stay involved until full resolution.
- Monitor the health of critical company services and infrastructure.
- Keep internal stakeholders updated on incident status and resolution progress.
- Organize post-incident recovery actions and customer communication.
- Prepare post-incident reviews to identify root causes and improve future responses.
What makes you a great fit:
- 2+ years of experience handling significant incidents in a high-load production environment.
- 3+ years of experience in customer-facing roles within support, product, or service delivery.
- Ability to coordinate multiple teams simultaneously.
- Understanding of how large-scale IT systems work and interact.
- High sense of responsibility and strong self-organization skills.
- English level B1 or higher for effective communication with an international team.
Your bonus skills:
- Experience with Public Cloud, Microservices, and monitoring systems.
- Technical or support experience with AWS, Kubernetes, PostgreSQL, Docker, Linux, or Kafka.
- Experience working with ITSM systems and/or incident management platforms such as incidents.io, Rootly, FireHydrant, or similar.
- Experience building monitoring processes, including alert configuration and dashboard creation.
- Innovative Spirit: A commitment to creativity and groundbreaking solutions
- Honest Feedback: valuing open, transparent communication
- Supportive Team: a strong, collaborative community
- Celebrating Achievements: recognizing our wins together
- High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances
- Relocation support to one of our hubs — Cyprus, Georgia, Serbia, or Kazakhstan — with assistance for the employee and their family
- Flexible work from one of our offices or remote
- Healthcare Coverage
- Education Budget: Language lessons, professional training and certifications
- Wellness Budget: Mental health and fitness activity reimbursements
- Vacation policy: 20 days of annual leave and paid sick leave
