Technical Support L1

About this role

Act as the initial point of contact for users by providing first-line technical support, responding to basic requests, and filtering out inquiries not related to technical issues.
Troubleshoot common issues, including product setup, basic technical troubleshooting, password resets, and other standard user problems.
Monitor systems and services, identify irregularities or performance issues, and log incidents when anomalies are detected.
Provide general assistance to users, answering common questions, helping them navigate services, and guiding them through available documentation.
Escalate complex or critical issues to the L1 Team Lead, L2/L3 support teams, or infrastructure engineers when deeper technical investigation is required.
Document recurring issues and solutions by collecting and sharing information to update the internal knowledge base and improve support processes.
Requirements

Experience in customer support or related fields
A Bachelor’s degree in Computer Science or a related technical field is preferred (final-year students are also welcome)
Availability to work full-time
Excellent English skills (both written and spoken)
Strong communication skills in Russian and English
Understanding of web technologies and client–server logic
Experience analyzing HTML and CSS
Ability to work with browser console and investigate HTTP errors
Understanding of network requests and browser developer tools
Ability to analyze technical issues and find solutions

Nice to have
Experience in programming (any language)
Experience working with APIs or understanding how APIs work
Previous experience in technical support
Experience in customer-facing roles such as consulting, sales, or account management
Benefits
25 vacation days and 5 family days yearly
Flexible start to the workday
Support from a professional corporate coach and psychologist
Regular internal and external activities, workshops, trips, and corporate events
Access to our internal knowledge base, meetups, and team-building activities
Ongoing training in new technologies and continuous professional development support