What We Need
We are seeking a dedicated and skilled Mid-Level Support Engineer to join our support team. The successful candidate will be responsible for providing Level 1 support for our online services, ensuring that customer inquiries and issues are resolved promptly and efficiently. This role requires excellent communication skills, a strong technical background, and a customer-centric approach.
What You'll Do
- Provide L1 and L2 technical support to customers via phone, email, and chat.
- Perform initial diagnosis and troubleshoot basic technical issues related to our application and infrastructure support projects
- Escalate complex issues to L2/L3 teams as necessary
- Document and track customer interactions and resolutions in the support ticketing system.
- Collaborate with team members to ensure consistent and high-quality support.
- Assist in the creation and maintenance of support documentation and FAQs.
- Monitor system alerts and notifications to identify potential issues proactively.
- Participate in training sessions to stay updated on product knowledge and support best practices.
- Contribute to continuous improvement initiatives within the support team.
What You Have
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 2-4 years of experience in a technical support or customer service role, preferably in an online services environment.
- Outstanding verbal and written communication skills in English.
- Strong understanding of web technologies, internet protocols, and basic networking concepts.
- Excellent problem-solving skills and attention to detail.
- Ability to work independently and as part of a team.
- Familiarity with support ticketing systems (e.g., JIRA Service Management) is a plus.
- Web-development framework and language experience with technologies such as .NET and PHP is desirable
- Experience with GCP, AWS, OpenStack, Oracle etc. cloud environments is a plus.
What We Offer
- Competitive compensation and flexible annual leave from 12 up to 22 days per annum. In addition, there are 10 days of paid annual leave and sick leaves. We support our staff to be with family at the most important time. (Partners with a newborn baby can have additional holidays)
- Healthcare package
- Annual check-ups
- Opportunities for growth and enrichment through Grow with Oivan, our internal learning and development departments (2.5 hours per week)
- Top of the line devices Mac or PC
- Team building activities, movie nights, events, etc.
- Company paid weekly lunch – we have team lunch on Mondays
- An international workforce to learn from and grow with
Who We Are
Oivan as an Equal Opportunity EmployerAt Oivan, we appreciate different lifestyles and cultural backgrounds. We welcome diversity as a strength. We consider all applications equally regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity. We strongly encourage individuals from groups traditionally underrepresented in tech to apply. On our equitable compensation model, we routinely analyse and close out pay disparities when we find them, including an annual compensation review.
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