Technical Support Engineer in Velpox

About the role

You will be part of the Support team that helps customers quickly and efficiently resolve technical issues. The role will suit someone who likes to understand details, knows how to communicate with people and wants to grow in the direction of DevOps, QA or system administration.

Main responsibilities

• Processing customer requests through the ticket system (Zendesk / Jira Service Desk)
• Diagnosing and solving technical problems on the client side
• Escalation of complex cases to the team development or DevOps
• Maintenance of a knowledge base (FAQ, instructions, how-to articles)
• Participation in testing new functions before release
• Communication with clients in English and Ukrainian
• Monitoring the state of systems and timely response to incidents

Requirements

• Basic knowledge of Linux - orientation in a team line
• Understanding the principles of network operation (HTTP, DNS, TCP/IP)
• Experience with ticketing systems or CRM
• Competent written and oral communication
• English Intermediate+ - correspondence with foreign clients
• Resistance to stress and the ability to keep calm in difficult situations
• Attention to details and a systematic approach to solving problems

Will be a plus

• Experience in technical support or system administration from 6 months
• Knowledge of Docker or cloud services
• Experience of working with API (Postman, REST)
• Understanding the basics of databases and SQL
• Experience of writing technical documentation

Terms

• Completely remote format
• Schedule: Mon-Fri, 9:00-18:00 or 10:00-19:00 (by arrangement)
• Shifts on weekends - no more than once a month with extra pay
• 21 days of paid vacation + sick leave
• Onboarding and mentor for the first 2 months
• Training and development budget - up to $400/year
• Clear career path: L1 Support > L2 Support > DevOps / QA / SysAdmin