• Act as the primary escalation point for Level 1 Support, resolving complex technical issues that go beyond L1 capabilities. • Troubleshoot, diagnose, and resolve advanced issues related to our products, including server configurations, integrations, and performance optimisation. • Investigate and reproduce customer-reported bugs, providing detailed analysis and documentation for the development team. • Manage and maintain trading platform environments (MetaTrader 4/5), including configuration, plugin management, and system updates. • Perform advanced system administration tasks, including Windows Server and basic Linux operations, networking configuration, and API integrations (FIX/REST). • Collaborate with development, QA, and infrastructure teams to ensure timely resolution of issues. • Provide mentoring, guidance, and knowledge sharing to L1 Support team members. • Participate in post-incident reviews, identifying root causes and contributing to preventive measures. • Monitor and proactively identify potential technical issues using available tools (Jira Service Desk, Opsgenie, Confluence, etc.). • Prepare and update technical documentation, FAQs, and troubleshooting guides; and Any other duties relevant to the role.

• Join our night shift editorial team and work on real-time traffic incident editing for a global mapping platform. • No prior experience required — we provide full training. It’s a great way to start your career in IT and gain experience on international projects. • You’ll work with English-language data, applying clear rules and maintaining focus during night shifts.

• Be the go-to escalation point for technical support inquiries—diagnosing issues across customer setup, LangChain products, and deployment issues. • Work directly with engineering, operations, documentation, and product teams to resolve bugs, suggest patches, and advocate for customer needs. • Partner with Deployed Engineering to support critical enterprise customers. • Build and refine internal tooling, diagnostics, and runbooks for complex issue triage. • Lead post-mortems for critical incidents and feed learnings back into product and documentation. • Help refine KPIs for support health (MTTR, CSAT, bug recurrence) and drive continuous improvement. • Improve documentation and knowledge articles to improve 1-to-many resources and provide proactive support. • Mentor and coach other support engineers.

• End-User Technical Support Provide Level 1 & Level 2 support for macOS, Windows, applications, network, VPN, and SSO. • Troubleshoot and resolve technical issues for users across multiple regions and time zones. • Manage and resolve IT tickets with defined SLAs. • Onboarding & Offboarding Configure and provision laptops and devices using MDM tools. • Create, modify and deactivate user accounts across business applications. • Ensure timely access, equipment delivery, and smooth employee transitions. • Device & Asset Management Maintain accurate device inventory and asset tracking records. Coordinate laptop repairs, replacements, and logistics. • Ensure devices are configured and secured according to company standards. • Application & System Support Support and administer tools such as Google Workspace, Slack, Jira, Zoom, 1Password, and other applications. • Troubleshoot application issues and support integrations. • Monitor system dashboards for compliance and performance issues. • Security & Compliance Support Ensure endpoints meet security baselines (encryption, patching, monitoring). Support SOC 2 and ISO evidence collection. • Support access reviews and compliance reporting. • Project Support Support application integration and system improvements. (Google Workspace, Slack, Jira, Snowflake). Assist with IT-related projects tied to scaling, automation, and compliance. • Participate in the implementation of new compliance frameworks (ISO 27001, ISO 42001). Documentation Maintain IT process documentation, how-to guides, and SOPs. • Ensure asset issuance and return logs are up to date.