• Support the management and daily operations of the technical support team • Ensure efficient service delivery and strong team performance • Provide hands-on guidance to support staff • Help optimize workflows and contribute to process improvements • Act as a secondary escalation point for complex technical issues • Assist in resolving escalated tickets • Monitor technical support interactions to ensure quality and adherence to standards • Support daily technical support operations, including ticket queue monitoring and workflow coordination • Identify opportunities to improve technical support processes and operational efficiency • Work with Engineering, Network Operations, Field Services, and other internal teams to support issue resolution and service delivery

• Monitor, maintain, and optimise cloud infrastructure on AWS, Azure, or GCP • Respond to and resolve cloud infrastructure incidents and alerts • Implement and manage cloud security controls and access management • Support CI/CD pipelines and contribute to infrastructure-as-code using Terraform or similar • Document architecture decisions and maintain runbooks for operational processes

• Oversee and coordinate the end-to-end technical analysis and testing lifecycle for multiple, complex technology initiatives. • Establish, enforce, and continuously improve technical analysis and testing standards and best practices. • Report on test progress to all Stakeholders, risks, and quality metrics to Executive project leadership. • Collaborate closely with technology vendors, technical analysts, project managers, and business stakeholders.

Role Description Join our community as a Technical Support Engineer today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. - Deliver outstanding technical support via chats and emails, phone calls; - Troubleshoot complex technical issues and escalate as needed; - Act as the primary technical contact during the life-cycle live events; - Escalate incidents clearly, including impact, timeline, and reproduction steps; - Perform log analysis, REST APIs, JSON, and SQL; - Use AWS tools (CloudWatch, Athena, S3) and monitoring/logging platforms (Grafana, OpenSearch); - Ensure smooth integration, onboarding, and troubleshooting for customer events, while working closely with internal teams. Qualifications - Excellent English communication skills (at least C1 for both spoken and written); - At least 1–2 years of proven experience in a Technical Support role; - Experience as Tier 2 Technical Support Engineer; - Outstanding problem-solving abilities, and a customer-focused attitude. Requirements - Bachelor’s Degree in Computer Science, Information Technology, or a similar discipline (will be a great plus); - Proficiency in reading and writing scripts in Python, Bash, or JavaScript (will be a great plus). Benefits - Flexible schedule; - Opportunity to cooperate fully remotely; - Inclusive international environment; - Compensation in USD; - Rewards for referring friends; - Balance between project workload and personal time, but also – internal health policy; - Responsive leadership interested in your development and long-lasting cooperation; - Greenhouse conditions for self-development; - A culture built on trust, with no time-tracking requirements. *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.