Technical Support Engineer (Level 2)

About the role

F1Service, an outstaffing company, is hiring a Technical Support Engineer (L2) to join a long-term project of our client, a global technology services provider. You will be employed by F1Service and work as part of the client's cross-functional support team that keeps enterprise products stable for customers across Mobility, Retail, Financial Services, Travel and Telecom.

Responsibilities

• Handle L2 technical support requests in the service desk within SLA
• Troubleshoot server, network and application issues using logs, metrics and database queries
• Investigate recurring problems and drive them to root cause and resolution
• Escalate complex cases to L3 / engineering with clear, documented handover
• Propose improvements that reduce ticket volume
• Maintain internal documentation, FAQs and knowledge base
• Mentor junior team members and share knowledge

Requirements

• 2+ years in technical or IT support
• Proven experience in troubleshooting and problem resolution
• Experience with IT support flows and escalation processes
• Basic knowledge and understanding of APIs; experience with Postman, Swagger; basic Azure API Management
• Knowledge of monitoring platforms: Grafana, Loki, Prometheus
• Ability to read logs and analyze metrics
• Basic Kubernetes and TCP/IP knowledge
• Practical understanding of ITIL processes: Incident, Problem, Change, Service Request, Major Incident Management
• Experience with help desk tools: Jira, Confluence, Zendesk or similar
• English Upper-Intermediate or higher
• Able to work in a rotating shift schedule: 3 working days followed by 2 days off, combining day (8:00 AM-4:00 PM) and evening (4:00 PM-12:00 AM) shifts
• Located in Ukraine

Nice to have

• Cloud platforms: Azure, AWS, GCP
• Kafka
• Automation and scripting for support processes
• Active Directory, Windows policies, virtualization basics
• Reading application logs (e.g. Java)
• CompTIA or Microsoft certifications

What we offer

• Compensation: 1600-1975 USD gross
• Fully remote work
• Rotating schedule: 3 working days, then 2 days off. A rotation is usually 2 evening shifts + 1 day shift, or 2 day shifts + 1 evening shift
• Night shifts (12:00 AM-8:00 AM) are covered by colleagues in Colombia; you would take a night shift only when someone there is on vacation or a day off, which is rare, about 3-5 times a year
• Paid vacation and sick leave
• Medical insurance including mental health and vision care
• Learning and development: courses, webinars, internal knowledge-sharing sessions
• Well-being activities and team events
• Strong engineering culture: your ideas on support processes and tooling are welcome, no micromanagement
• Support with employment reservation via Diia for eligible candidates