TECHNICAL SUPPORT

Svitla Systems Inc. is looking for a Technical Support for a full-time position (40 hours per week) in Ukraine. Our client is a US-based technology company that specializes in mobile marketing solutions and customer engagement. Founded in 2009, they provide a platform for businesses to create, automate, and optimize mobile messaging campaigns, including push notifications, in-app messaging, SMS, email, and mobile wallet passes. The platform enables businesses to deliver personalized and targeted messages to their mobile app users, thereby driving engagement, retention, and monetization. Various industries, including retail, media, travel, finance, and gaming, use the solutions. The client’s services include audience segmentation, real-time analytics, A/B testing, and automation capabilities to help businesses deliver the right message to the right user at the right time. Their goal is to empower companies to build stronger customer relationships through effective mobile engagement strategies.

Customer Support Engineer (Tier 1) involved in resolving functional and technical customer issues while delivering amazing customer experiences. You are committed to improving processes and solving problems with the ability to read and write code. You’re curious, tenacious, with a helpful, empathic, and good-humored mood. Do you enjoy facing challenges and solving riddles, or do you prefer supporting people as they reach their goals? If “yes,” then this role might be the right one for you!

The team will work on a flexible schedule, covering weekends on an on-call or shift basis (the detailed structure will be defined with the client). That means there will be rotation, where 1 or 2 people cover the weekend and have their non-working day on a business day during the week.

Working Schedule

• Monday – Friday 9 AM – 6 PM UTC +1 (Ukraine – 11:00 AM – 8:00 PM (summer time) / 10:00 AM – 7:00 PM (winter time))
• Saturday – Sunday 9 AM – 6 PM UTC +1
  
  

Tech Stack: Slack, Zendesk, Google Suite, Confluence, Google Cloud Platform.

Requirements

• Bachelor’s or master’s Degree in Computer Science or Digital Marketing, or equivalent experience, with 1-3 years in a support role.
• Be comfortable with mobile platforms, such as iOS and Android.
• Experience and understanding in reading logs in JSON format.
• Display curiosity and interest in new technologies and innovations.
• The ability to support and learn from teammates.
• Experience in building trusting relationships with both technical and non-technical customers via written and verbal communication.
• The ability to work in a team environment while working independently.
• Fluent in speaking, reading, and writing skills in English (other languages such as French are a plus).
  
  

Nice To Have

• Knowledge of at least one code language (Python, SQL, JavaScript, Java, or Kotlin).
  
  

Responsibilities

• Provide world-class writing and verbal guidance by taking ownership of customer requests from initial contact to resolution, including troubleshooting, determining root cause, and ensuring that the customer understands the resolution.
• Partner with engineering teams to resolve customer issues and assist customers during product and service implementation, which includes reading and analyzing code.
• Contribute to documentation, knowledge base articles, and tutorials to improve the customer experience of the client’s products and services.
• Work on transversal projects to increase knowledge and personal skills.
• Contribute to the development of the support policies and procedures.
• Participate in an on-call rotation with a weekend day component included in the weekly schedule.
  
  

We offer

• US and EU projects based on advanced technologies.
• Competitive compensation based on skills and experience.
• Annual performance appraisals.
• Flexibility in workspace, either remote or in one of our development offices.
• Comprehensive medical insurance including dental and massages.
• Sport reimbursement program for onsite and online activities.
• Support of a healthy lifestyle, compensation for running events.
• Bonuses for recommendations of new employees.
• Bonuses for article writing, public talks, other activities.
• Personal loan budget available for long-term personnel.
• 20 vacation days, 10 national holidays and sick leaves.
• Maternity leave policy and family days off.
• Full compensation for conferences, courses, English classes.
• Free webinars, meetups and conferences organized by Svitla.
• Gifts for New Year, anniversaries, children, and more.
• Fun corporate celebrations and activities, regular lectures on various topics.
• Awesome team, friendly and supportive community!