Technical Support L1

• 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.
• Troubleshoot common issues, including product setup, basic technical troubleshooting, password resets, and other standard user problems.
• Monitor systems and services, identify irregularities or performance issues, and log incidents when anomalies are detected.
• Provide general assistance to users, answering common questions, helping them navigate services, and guiding them through available documentation.
• Escalate complex or critical issues to the L1 Team Lead, L2/L3 support teams, or infrastructure engineers when deeper technical investigation is required.
• Document recurring issues and solutions by collecting and sharing information to update the internal knowledge base and improve support processes.

Requirements

*    Experience in customer support or related fields 
*    A Bachelor’s degree in Computer Science or a related technical field is preferred (final-year students are also welcome) 
*    Availability to work full-time 
*    Excellent English skills (both written and spoken) 
*    Strong communication skills in Russian and English 
*    Understanding of web technologies and client–server logic 
*    Experience analyzing HTML and CSS 
*    Ability to work with browser console and investigate HTTP errors 
*    Understanding of network requests and browser developer tools 
*    Ability to analyze technical issues and find solutions 

• Nice to have

  • Experience in programming (any language)
  • Experience working with APIs or understanding how APIs work
  • Previous experience in technical support
  • Experience in customer-facing roles such as consulting, sales, or account management

Benefits

*   25 vacation days and 5 family days yearly
*   Flexible start to the workday
*   Support from a professional corporate coach and psychologist
*   Regular internal and external activities, workshops, trips, and corporate events
*   Access to our internal knowledge base, meetups, and team-building activities
*   Ongoing training in new technologies and continuous professional development support