On-Duty Customer IT Support Specialist
The Customer IT Support team is responsible for managing technical issues of the company’s clients, resolving any issues related to the company’s products, and ensuring user understanding.
Challenges that await you:
- Coordinate our incident response from detection to resolution by operating quickly.
- Respond instantly and effectively to critical incidents: classify, prioritize, and escalate them to the appropriate technical teams.
- Coordinate actions across multiple teams to resolve incidents as fast as possible; stay involved until full resolution
- Monitor the health of critical company services and infrastructure
- Keep internal stakeholders updated on the 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:
- Must have 2+ years of experience in handling significant incidents in a 24/7 high-load environment.
- 3+ years in customer-facing roles in 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
- B1 or higher English level for effective communication with an international team
Work schedule:
A 4-day rotating shift pattern:
- Day 1 – Working shift from 08:00 to 20:00
- Day 2 – Working shift from 20:00 to 08:00
- Day 3 – Rest day (post-night shift recovery)
- Day 4 – Day off
Your Bonus Skills:
- Experience in Public Cloud, Microservices, and monitoring systems.
- Support or another technical experience with AWS, Kubernetes, PostgreSQL, Docker, Linux, Kafka (support or other technical experience with any of them).
- Experience working with ITSM systems and/ or with incidents.io, Rootly, FireHydrant, or similar Incident Management Systems
- Experience building a monitoring function, including alert setup 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
