Вакансії Technical Support

Necessary skills and qualifications

• An upper-intermediate level of English
• Minimum 1 year of prior experience in customer service
• Proven work experience as a Support Representative will be a plus
• Excellent communication and problem-solving skills
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (e.g., Salesforce)
• Ability to provide step-by-step technical help, both written and verbal
• Multitasking skills
• Ability to work well under pressure

Responsibilities

• Research and identify solutions to software and hardware issues using provided tools
• Ask customers pointed questions to understand the root of the problem quickly
• Talk clients through a series of actions via phone until they solve an issue
• Properly escalate unresolved issues to appropriate internal teams (e.g., Tier 2, manager, etc.)
• Provide prompt and accurate feedback to customers and log cases in Salesforce
• Refer to the internal knowledge base, logs, and external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Respond to customer queries promptly
• Analyze and report product malfunctions (for example, by testing different scenarios or imitating users’ behavior)
• Update our internal knowledge base with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Gather customer feedback and document it using company tools
• Follow a fixed work schedule: Monday, Tuesday, Friday, Saturday, and Sunday (Wednesday and Thursday are days off), 9 hours per day (1 hour break included) 11:00 - 20:00

Your technical skills will ensure smooth project execution, maintaining systems and processes to meet quality and performance standards.

Possess overall responsibility for the successful planning, execution, monitoring, control, and completion of projects according to the agreed scope, time, cost, and quality criteria. A solid understanding of the web design process is crucial for this role.

Responsibilities:

• Managing websites support and maintenance;
• Managing client communication on website projects;
• Communication with design and development teams on web projects, containing a PM, BE Developer, FE Developer, Designer, and QA tester;
• Weekly company meetings, daily project meetings;
• The candidate must have excellent knowledge of the web design process and be able to work with various team members to ensure projects meet standards, deliverables, and timeframe;
• Technical SEO;
• Ahrefs/Semrush Website Audit;
• Google Search Console Website Audit;
• Microsoft Bing Webmaster Tools Audit.

Required skills:

• Excellent English communication & grammar skills;
• Basic knowledge of HTML and CSS;
• Knowledge of WordPress, Shopify and Webflow is a plus;
• Understanding of Web Design and UX interface design;
• Ability to communicate with clients directly;
• Ability to suggest ideas and practices improve the outcome of the project and meet project goals;
• Able to work efficiently and produce work in a timely manner;
• Driven to succeed and generate results for clients;
• Able to work (GMT+2) hours (10 am to 7 pm).

Onlyplay, an innovative game development company specializing in unique gaming solutions, is seeking an experienced Support Engineer to join our dynamic team. This role is crucial for the creation and enhancement of our gaming products.

Responsibilities:

• Handle requests submitted to technical support.
• Configure settings upon request. Search for solutions to technical issues.
• Identify errors in log files and provide recommendations for resolution.
• Perform data extraction from PostgreSQL and MongoDB databases.
• Prepare professionally written response letters to inquiries in English (occasionally in Ukrainian).

Requirements:

• 2+ years of experience in Support, preferably in the gaming industry or related fields.
• Basic understanding of client-server architecture.
• Understanding of the HTTP protocol.
• Experience in analyzing log files.
• Basic SQL knowledge.
• Written English at B1 level or higher.

Will be plus:

• Experience in the gambling industry.
• Experience with MongoDB.
• Experience with microservices.
• Experience with Grafana dashboards and logs search.

Altinity is looking for elite database support engineers who can guide users around the globe in building ClickHouse applications. Have you delivered analytic applications in production environments? Have you operated ClickHouse clusters at a petabyte scale? Are you intensely curious about database technology and tricks to use ClickHouse effectively? Let’s talk about how you can share your knowledge with our rapidly expanding customer base as well as the broader ClickHouse open-source community.

Your responsibilities will be divided as follows:

• Support (75% of the time):
  • Helping build production-grade systems based on ClickHouse: advise how to design schemas, plan clusters etc. Environments range from single node setups to clusters with 100s of nodes, including Altinity. Cloud, our managed ClickHouse service.
  • Working with the community – GitHub, Stack Overflow, Telegram.
• Research and development (25% of the time):
  • Studying new usage patterns, ClickHouse functions, & integration with other products.
  • Writing tech articles – for Altinity blog and internal KB.
  • Working on infrastructure projects related to ClickHouse.
  • Improving ClickHouse itself – fixing bugs, improving docs, creating test-cases, etc.

Candidates need to meet the following qualifications:

• Experience with ClickHouse is a MUST!
• Expert SQL knowledge for one of: MySQL, PostgreSQL, Oracle, SQL Server;
• Strong Linux shell skills/bash scripting skills;
• Experience with running production-grade systems;
• Technical English writing and speaking skills;
• Docker/Kubernetes self-defense skills;
• Basic knowledge of distributed system concepts and big data technology stacks;
• Knowledge of at least one programming language (Python, C++, Java, Go);
• University degree (IT/math) or equivalent experience.

The following additional qualifications are a significant plus:

• Kubernetes knowledge and operating experience;
• Experience with big data stack components like Hadoop, Spark, Kafka, Nifi;
• Experience with data science/data analysis;
• Knowledge of SRE/DevOps stacks – monitoring/system management tools (Prometheus, Ansible, ELK, …);
• Version control using git.

A day in your life as a ClickHouse Solutions Engineer may include any or all of the following:

• Handling support calls from customers using ClickHouse. This includes diagnosing problems connecting to ClickHouse, designing applications, deploying/upgrading ClickHouse, and operations.
• Support engineers need to be ace puzzle-solvers who can figure out what problem the user is encountering, diagnose root cause(s), and propose solutions.
• Researching new technology, working on ClickHouse-related side projects, and fixing Clickhouse itself.

Our team is looking for Technical Support Engineer !

Requirements:

• Bachelor’s degree in information technology or computer science;
• Knowledge of English at the intermediate level (upper intermediate will be a plus);
• Good interpersonal skills and time management skills;
• Proven work experience as a technical support engineer or in a similar role for at least 3 years;
• Strong testing skills and knowledge of web services, APIs, and IP-based protocols;
• Ability to troubleshoot complex system and software issues;
• Client-oriented and friendly attitude, attentiveness, self-dependence;
• Strong critical thinking and problem-solving skills;
• Excellent written and verbal communication skills;
• Motivation to learn new skills and technologies.

Responsibilities:

• Collecting as much information as possible about the problem and attempting to solve it independently or escalating it to the appropriate Tech team (QA, developers, BA, DevOps, or system administrators);
• Installing and configuring client connection systems, e.g. accounts, connectors, etc;
• Responding to client support requests;
• Repairing software system malfunctions, issues, and related problems;
• Evaluate and prioritize customer support cases;
• Respond to customer inquiries and assist in troubleshooting and resolving challenges;
• Communicate and resolve customer problems via the Jira system or live chat;
• Act as the initial point of contact for all system related concerns from clients;
• Act as the primary liaison between company and your customers;
• Prepare accurate and timely reports;
• Tracking and managing work records and documentation;

Will be a plus:

• Technical support experience in card processing or fintech company;
• Having a higher or incomplete higher technical education is a plus;
• Jira experience;
• Bachelor’s degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification.

Необхідні навички:

• вища освіта в області комп'ютерних технологій/розглядаємо студентів V курсу ВНЗ;
• базові знання сучасних ОС - Windows, Unix (Linux, Solaris або FreeBSD);
• знання TCP/IP і основ IP-безпеки;
• знання SQL;
• стресостійкість;
• вміння чітко формулювати свої думки;
• комунікабельність;
• відповідальність;
• грамотність усного і писемного мовлення (російська та українська мови);
• вміння працювати в команді.

Буде плюсом:

• навички адміністрування серверів БД - MS SQL, Oracle, Sybase, PostgreSQL;
• досвід роботи в аналогічній сфері;
• розуміння технічної документації англійською мовою;
• базові навички програмування на одній з мов Java, C++.

Обов'язки:

• Технічна підтримка ІТ-відділів банків (тех. підтримка другого рівня), що експлуатують систему електронного банкінгу "iBank 2 UA".
• Консультування ІТ-департаментів банків по телефону та e-mail, віддалене встановлення системи в банках.
• Технічна підтримка внутрішніх Користувачів.

Зараз ми активно шукаємо людину здатну посилити нашу команду на позицію Support Engineer.
Основне завдання – підтримка нових та існуючих клієнтів.

Необхідні та бажані навички:

• знання англійської мови на рівні В1-В2;
• вільне та грамотне володіння українською (усно та письмово);
• ініціативність, висока комунікабельність, вміння роботи в команді;
• відповідальний підхід до завдань;
• готовність працювати на результат;
• вміння ведення листування;
• вміння працювати з таблицями.

Посадові обов’язки:

• технічна підтримка клієнтів (чат, пошта);
• надання оперативної та доступної інформації клієнту;
• модерація задач;
• обробка даних та розміщення інформації на сайті.