L1 Technical Support Specialist – UA Private Entrepreneur Only

• Review and prioritize incoming incidents based on urgency and complexity
• Ensure timely and efficient resolution of technical issues within standard timeframes
• Track ticket progress and provide regular status updates to internal and external stakeholders
• Identify root causes and implement solutions or workarounds
• Collaborate with key technical leaders to understand the platform and applications
• Update and maintain the internal knowledge base and documentation
• Collaborate with technical support agents and internal teams on complex issues
• Escalate unresolved or challenging tickets
• Ensure issue resolutions meet requirements
• Identify product or process improvements, formulate problems, own or escalate resolutions, and manage the process
• Accurately track time spent on tickets and technical issues to support resource efficiency and SLA adherence

• High School Diploma or GED, minimally required
• 1+ year of experience preferred
• ITIL or ServiceNow certification is encouraged
• Experience in SaaS Product support or ServiceNow
• Desire to become more familiar with ServiceNow
• Excellent verbal and written communication skills
• Service and customer-oriented mindset
• Demonstrated ability to troubleshoot technical issues and strong problem-solving skills generally
• Working knowledge of the components in a web application stack
• Ability to articulate technical subject matter in a clear and easy-to-understand manner
• Excellent client-facing skills
• Excellent team player, self-managed and self-motivated
• Mature and professional demeanor, attitude, and approach
• Ability to work Monday–Friday during US working hours (8am–5pm EST; 3PM–11:59 PM Kyiv time), with a 1-hour break
• Ukraine Private Entrepreneur (FOP) status

• Medical insurance — after successful completion of the probationary period
• Equipment — we set up everything you need to work comfortably from home
• Full FOP administration — we handle all administrative matters related to your business entity
• Unlimited paid time off — coordinated with your team; shift changes subject to Lead/Manager approval, provided they do not negatively impact team continuity
• Annual salary review — based on performance review outcomes
• Parental leave
• Comfortable remote setup