Technical Support Specialist

Role overview Provide first-line technical support by monitoring systems, managing incidents, and helping business and technical teams resolve requests. The role focuses on timely ticket handling, clear incident records, initial investigation, and escalation with enough evidence for development teams to act.

Responsibilities - Coordinate with business units and technical colleagues to clarify requests and track progress. - Monitor Grafana dashboards for performance changes and potential incidents. - Log incidents and maintain support tickets in line with established workflows, keeping updates current. - Reproduce reported issues and record steps, expected and actual results, timestamps, identifiers, and supporting captures. - Escalate cases through the appropriate channels and gather technical details for developers. - Prepare notices about scheduled or unscheduled technical work.

Requirements - Six to twelve months of technical support or Level 1 support experience. - English at B1+/B2 level or above for written communication and technical documentation. - Understanding of client-server architecture, HTTP, REST APIs, request and response patterns, and status codes. - Ability to use browser developer tools, including Network and Console panels. - Experience with a ticketing tool such as Jira, Zendesk, or Freshdesk. - Analytical, detail-oriented approach; able to prioritize multiple cases, follow escalations through resolution, and stay calm during urgent incidents.

Benefits and work setup Health and wellness support, global medical coverage, professional growth opportunities, benefits programs that may include gym, dental, and psychological services, and performance-based rewards. The work environment is described as dynamic.