Level 2 Technical Support Hero

LOCATION: Lviv, UA COMMITMENT: Full-time DESIRED START: Immediately

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THE ROLE

We are looking for a Level 2 Technical Support Hero who has the charisma of connecting with people and enjoys problem-solving challenges. We believe your results-driven personality will help our customers to succeed from our products (such as Table Grid Next Generation and Pivot). Are you energetic, motivated, and have a positive outlook to understand our customer’s problems? If you believe there is enough passion in you to dig deep to find the solution, join us!

Requirements:

  • Clear understanding the software development life cycle;
  • Experience as service desk or another customer support role;
  • Experience with Atlassian products (Jira, Confluence, Service Desk);
  • Highly motivated, attentive to details and result-oriented;
  • Independent in finding hotfix solution;
  • English level B2-C2

Would be a plus:

  • Experience in software development, reverse engineering with Java, Scala, JavaScript;
  • Basic knowledge of Groovy, SQL, REST API.

Responsibilities:

  • Provide customer support through Jira Service Desk and Intercom;
  • Define customer’s problem, investigate it and reply the questions which don’t require development involvement;
  • Reproduce reported issues during the support process;
  • Collaborate with other departments in order to solve the problem asap;
  • Define complex cases and escalate to the development team;
  • Document troubleshooting solutions that can be used to prevent future problems;
  • Problem analysis, resulting in workaround suggestions or critical hot fixes escalations;
  • Performing testing of own urgent production fixes;
  • Close work with documentation.

We offer:

  • Flexible schedule with a possibility to work from home if needed;
  • Coverage of professional trainings, conferences and workshops;
  • Ability to travel between our offices in Europe at the company expense;
  • Free lunch every Thursday;
  • Health insurance;
  • Fully equipped workplace in comfortable office in the city center;
  • Regular performance review.