Live opening · Posted 10 days ago
Technical Support Engineer (L1/L2)
Workeron.AI · Ukraine (Remote)
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At a glance
The key details from the original listing.
CompanyWorkeron.AI
LocationUkraine (Remote)
Work modeNo
Source
Linkedin
Listed10 days ago
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About the role
Description supplied by the original job listing.
About the role
WorkeronAI is hiring a Technical Support Engineer for a long-term project with a global technology services provider. You will be the frontline of the service desk for enterprise products used by clients across Mobility, Retail, Financial Services, Travel and Telecom. The role covers both L1 and L2 support, with a stronger focus on L1.
Responsibilities
Respond to support incidents via defined channels and stay in touch with users until resolution
Investigate real-time incidents; resolve issues through research, log analysis and troubleshooting
Work closely with QA, development and account teams; escalate complex cases and track progress
Act as Incident Manager for major incidents when needed and ensure RCA documentation
Document issues, build knowledge base content, gather issue statistics
Communicate with external vendors
Suggest improvements to support activities
Requirements
3+ years in technical or IT support
English C1 or higher, written and spoken
Basic knowledge of server hardware, software and operating systems
Experience with help desk software: Jira, Confluence, Zendesk, Freshdesk, ServiceNow or similar
Hands-on API troubleshooting (REST, Postman, Swagger)
Familiarity with monitoring tools (Grafana, New Relic, Kibana, CloudWatch, Azure Monitor)
Understanding of ITIL processes: Incident, Problem, Change
Able to work in a rotating shift schedule: 3 working days followed by 2 days off, combining day (8:00 AM-4:00 PM) and evening (4:00 PM-12:00 AM) shifts
Calm under pressure, structured, able to prioritize several open cases at once
Located in Ukraine
Able to start within 4 weeks
Nice to have
Salesforce administration and B2B Commerce Cloud
Basic scripting: Bash, PowerShell or Python
Integrating support tools (Jira, Opsgenie, ServiceNow, Confluence)
Supporting cloud environments (AWS, Azure, GCP)
What we offer
Compensation: 700-1300 USD gross
Fully remote work
Rotating schedule: 3 working days, then 2 days off. A rotation is usually 2 evening shifts + 1 day shift, or 2 day shifts + 1 evening shift
Night shifts (12:00 AM-8:00 AM) are covered by colleagues in Colombia; you would take a night shift only when someone there is on vacation or a day off, which is rare, about 3-5 times a year
Start date: ASAP, notice period up to 4 weeks
Paid vacation and sick leave
Medical insurance including mental health and vision care
Learning and development: courses, webinars, internal knowledge-sharing sessions
Well-being activities and team events
Strong engineering culture: your ideas on support processes and tooling are welcome, no micromanagement
Support with employment reservation via Diia for eligible candidates
Work arrangement
No
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