Job Description

• 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