Senior Technical Support Specialist

Job Description

SOFTSWISS is looking for a Senior Technical Support Specialist to provide first-line technical support by managing customer requests. This role involves initial issue analysis, supporting platform operations, and collaborating with other departments to ensure stable system performance and efficient technical case resolution. Responsibilities: * Handle customer requests, providing first-line technical support. * Perform initial issue analysis to identify root causes. * Support the day-to-day operations of the platform to ensure stability. * Collaborate with related departments to resolve technical cases efficiently. * Process, classify, and conduct initial analysis of incoming requests using Jira Service Desk. * Provide first-line operational support for project systems and configurations. * Utilize GitLab to review and implement basic updates to configuration files. * Maintain accurate ticket updates and comprehensive documentation. * Prioritize tasks based on requirements and business risk level to meet deadlines.

Qualifications

To be successful in this role, candidates should meet the following criteria: 1. Possess higher or incomplete higher education, preferably with a degree from a technical university. 2. Demonstrate experience with monitoring and logging tools such as Datadog, Grafana, Sentry, and ELK (Kibana). 3. Have a basic understanding of markup web languages (HTML, CSS). 4. Exhibit working proficiency in both English and Russian languages.

Benefits

SOFTSWISS provides a comprehensive benefits package that includes: - Full-time remote work opportunities and flexible working hours to accommodate your lifestyle. - Private insurance coverage for your health needs. - An additional day off per calendar year for personal time. - Sports program compensation to support your fitness goals. - A comprehensive mental health program to ensure your well-being. - Free online English lessons with a native speaker to improve your language skills. - A generous referral program to reward you for bringing in talent. - Training, internal workshops, and participation in international professional conferences and corporate events for continuous professional development.