Technical Support Engineer (24/7)

About the role

Responsibilities

• Be the first point of contact for partner requests and provide timely responses within SLA.

• Create, update, and maintain tickets with clear technical information and accurate status updates.

• Perform standard operational and configuration tasks following internal procedures.

• Investigate customer-reported issues using internal tools and documentation.

• Perform first-level technical troubleshooting by reviewing logs, monitoring systems, and application behavior.

• Reproduce known issues and follow established troubleshooting guides.

• Monitor alerts and respond according to operational procedures.

• Escalate complex incidents to the appropriate technical teams with complete investigation details.

• Coordinate communication between partners and internal teams throughout the incident lifecycle.

• Maintain accurate documentation and ensure smooth knowledge transfer between shifts.

• Support new operational processes and continuously learn new products, tools, and workflows.

Requirements

• Basic technical knowledge and strong analytical thinking.

• Learns quickly and enjoys understanding how systems work.

• Can manage multiple conversations and tasks at the same time.

• Switches between priorities without losing focus.

• Pays close attention to detail.

• Communicates clearly and professionally.

• Takes ownership and follows tasks through to completion.

• Knows when to investigate independently and when to escalate.

• Comfortable in a collaborative team.

• Adapts quickly to changing business needs and new technologies.

• Basic knowledge of HTTP / REST APIs, client-server architecture, and web applications.

• Able to read application logs and apply basic networking concepts.