Technical Support Engineer - Eastern Europe - Remote

About us

VERSA AI is an innovative and fast-growing start-up in the Contact Center automation space - designing and deploying next generation voice Ai Agents. We’re on a mission to build and support the Contact Center of the future using the power of Ai to create beautiful conversations between humans and machines.

Our technology helps clients deliver exceptional customer experiences whilst simultaneously cutting costs and managing growth. An Australian-founded business with a strong foothold in the US, we are looking to expand our operations and build out our team on the ground in this critical market. We are looking for passionate, entrepreneurial individuals who are eager to make a significant impact in a dynamic and fast-moving environment.

Who we are looking for

A calm, hands-on Production Support Engineer who restores service quickly and prevents repeats. You are strong with Node.js on AWS, confident debugging via logs and APIs, and comfortable with SaaS and distributed systems. You communicate clearly with non-technical teams, manage incidents end to end, and drive root-cause fixes, playbooks and tooling improvements. You take ownership, keep stakeholders informed, and leave systems more reliable than you found them.

Required Experience:

• 5-8 years of experience in technical support, troubleshooting, production engineering, or similar using Node.Js and AWS.
• Strong skills in debugging, log analysis, and API-based troubleshooting.
• Solid understanding of SaaS, cloud platforms, or distributed systems.
• Clear written and verbal communication, with the ability to support internal teams.
• Demonstrated ability to manage incident response and root cause analysis.

Key Responsibilities

• Serve as the frontline technical resource for diagnosing and resolving production issues.
• Collaborate with engineering teams to escalate, reproduce, and fix critical bugs.
• Develop playbooks and preventative measures to improve system reliability.
• Provide clear updates to internal stakeholders during incidents.
• Continuously improve monitoring, tooling, and processes to reduce recurring issues.

What success looks like

In the first 30 days, you will be expected to understand our infrastructure, architecture and product flows, can run and observe the system, and support non-technical teams with clear updates. You will triage and resolve low risk issues, reproduce at least one critical bug with engineering, and add or improve a playbook or dashboard.

By six months, you will be the go-to internal resource for technical support, handling incidents end to end with confident, timely comms. You’ll drive RCA follow ups, tighten monitoring and alerting, reduce repeat issues through small fixes or automation, and keep MTTR and alert noise trending down.

The benefits

The Versa Group has been recognised both in Australia and internationally for

creating a highly innovative environment for our employees. In 2019 Versa were

named as only one of eight companies outside of the US in Fast Company’s Top 50

Workplaces for Innovators.

• Be part of a fast-growing start-up with a dynamic and innovative culture.
• Opportunity for significant professional growth and career advancement.
• Competitive salary and commission structure.
• Highly flexible work environment with a ‘remote first’ company

We believe that diversity is critical to our success. We will not discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.