Key Responsibilities

• First Responder: Monitor and quickly respond to all incoming support requests via Slack and email (first point of contact).

• Customer Interaction: Respond to users, hop on calls for direct troubleshooting, perform initial easy diagnosis, and attempt fixes where possible.

• Troubleshooting & Fixes:

  • Provide same-day or next-day turnaround for Tier 1 troubleshooting and repairs

  • Directly read and, when necessary, update the database and relevant system or cloud provider configurations to diagnose and resolve issues.

• Ticket Creation and Escalation:

  • For issues that cannot be resolved at Tier 1, create clear, comprehensive tickets for the engineering team

• Quality Assurance Duties: Perform QA tasks during non-peak or idle hours

Required Skills and Qualifications

• Technical Aptitude:

  • Highly familiar with all application features and the general tech stack; able to quickly learn new feature changes and business logic details

  • Ability to debug web application issues, including reading browser console logs and analyzing requests/responses from the network tab (e.g., Chrome DevTools, Firefox Developer Tools)

  • Able to log into AWS, Azure, or any other cloud service provider to perform basic log checking and retrieve required diagnostic information

  • Comfortable navigating and querying relational databases

  • Familiar with writing effective prompts and prompt engineering concepts and features, specifically for AI-driven applications.

  • Able to inspect and interpret Keycloak (or similar IAM system) configurations

• Communication:

  • Exceptional spoken and written English, capable of explaining technical issues with clarity and professionalism

  • Skilled at supporting customers with professionalism and empathy, ensuring positive interactions even in situations involving user misunderstandings or errors.

• Problem Solving:

  • Ability to rapidly assess, triage, and determine appropriate solutions or escalation paths

• Attention to Detail:

  • Diligence when working with live data and/or user configurations to avoid unintended impact

Work Schedule:

Full-time (40 hours per week), Monday through Friday, 12:00 pm – 8:00 pm Serbia time (CET)

Preferred Experience

• Previous experience in a technical support, helpdesk, QA, or IT troubleshooting role

• Experience supporting enterprise customers or high-touch clients

• Basic understanding of SQL, AWS and/or Azure Cloud Services, Active Directory (AD), Single Sign-On (SSO)