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Act as the initial point of contact for users by providing first-line technical support, responding to basic requests, and filtering out inquiries not related to technical issues.
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Troubleshoot common issues, including product setup, basic technical troubleshooting, password resets, and other standard user problems.
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Monitor systems and services, identify irregularities or performance issues, and log incidents when anomalies are detected.
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Provide general assistance to users, answering common questions, helping them navigate services, and guiding them through available documentation.
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Escalate complex or critical issues to the L1 Team Lead, L2/L3 support teams, or infrastructure engineers when deeper technical investigation is required.
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Document recurring issues and solutions by collecting and sharing information to update the internal knowledge base and improve support processes.
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Experience in customer support or related fields
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A Bachelor’s degree in Computer Science or a related technical field is preferred (final-year students are also welcome)
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Availability to work full-time
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Excellent English skills (both written and spoken)
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Strong communication skills in Russian and English
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Understanding of web technologies and client–server logic
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Experience analyzing HTML and CSS
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Ability to work with browser console and investigate HTTP errors
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Understanding of network requests and browser developer tools
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Ability to analyze technical issues and find solutions
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Nice to have
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Experience in programming (any language)
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Experience working with APIs or understanding how APIs work
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Previous experience in technical support
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Experience in customer-facing roles such as consulting, sales, or account management