Technical Support Agent

Role overview Support agent embedded with business and engineering units to triage, reproduce, and resolve technical incidents across production systems. The work blends monitoring, ticket handling, and structured escalation, acting as the connective layer between end users and the development teams that ship fixes.

Responsibilities - Watch Grafana dashboards continuously to evaluate system health and surface anomalies early - Log incidents in JSM/Jira following the established workflow conventions - Manage incoming support tickets, keeping status current and driving timely resolution - Escalate issues per internal protocols when first-line handling is not enough - Compose and send notifications covering both planned and unplanned technical activity - Assemble thorough technical context (steps to reproduce, expected versus actual outcomes, timestamps, IDs, media) to hand off to developers

Requirements - 6–12 months of prior experience in technical support or an L1 support role - English at B1+/B2 or higher, with comfort reading technical documentation - Working understanding of client-server architecture, HTTP, REST APIs, request/response patterns, and HTTP status codes - Practical skill with browser DevTools, particularly the Network and Console panels - Familiarity with at least one ticketing platform such as Jira, Zendesk, or Freshdesk - Demonstrated ability to independently reproduce issues and write clear bug reports for engineers

Nice to have - Analytical mindset that looks past reported symptoms toward root causes - Meticulous attention to statuses, identifiers, logs, and transactions - Personal ownership of cases through to closure, including follow-up on escalations - Habit of checking documentation, prior cases, and internal systems before escalating - Capacity to juggle multiple cases against SLAs and business impact - Eagerness to learn new products, systems, and processes quickly