Technical Support Specialist

Passwork specializes in protecting corporate data and information security. We offer our clients a simple and reliable solution for password storage and management. We value our employees and strive to create comfortable conditions for everyone: a flexible work schedule, remote work format, a friendly team atmosphere, a casual dress code, and cozy offices.

Conditions and Expectations

We offer

• Work remotely or in the office—you choose the convenient format yourself.
• Schedule. From 10:00 to 18:00 MSK.
• Compensation for courses and sports. We partially reimburse the cost of language courses and sports activities, and fully compensate professional courses.
• Informal communication and no bureaucracy. We use "tu" (informal you) and build horizontal connections; you can easily write to anyone in the team.

About the role

In this job, it is important to understand how Passwork is structured, how it is connected to databases, web servers, and other parts of the client's infrastructure. You do not need to administer the client's infrastructure for them. The main task is to diagnose a problem, find its cause, and help the client solve it. Most communication takes place via correspondence through the help desk. As you immerse yourself in the product, calls with clients will also occur.

Responsibilities

• Independently manage a request from initial diagnosis to a solution understandable to the client.
• Conduct technical communication with clients: analyze requests, ask clarifying questions, and explain solutions.
• Diagnose problems in the product's operation and the client's server environment: analyze configurations and logs, check the availability of services and integrations.
• Connect to the client's environment remotely when correspondence is insufficient for diagnosis.
• Participate in technical calls with clients: discuss problems, assist with product operation, and answer questions about its functioning.
• If necessary, record useful solutions and complex cases in the internal knowledge base.

Experience and skills

Soft skills

• Calmness in communication. Clients come with different levels of technical expertise and in different situations. It is important to calmly ask questions, understand the context, and lead the dialogue toward a solution.
• Independence. We expect that over time you will be able to independently analyze requests, build hypotheses, and bring complex cases to a result.
• Technical thinking. It is important to be able to sequentially diagnose a problem and understand the interconnections between the product, server, DB, network, and integrations.

Hard skills

• Operating systems: practical experience working with Linux (services, configurations, access rights, network, logs, diagnostics) and Windows Server (setup and diagnostics of the server environment).
• Web servers: understanding the operating principles of Apache2, nginx, and IIS.
• Databases: experience working with DBs and understanding the principles of data storage/processing (PostgreSQL and MongoDB are a plus).
• Networks and protocols: knowledge of HTTP/HTTPS, SSL, DNS, and the basics of network interaction.
• Corporate authentication: understanding of LDAP / Active Directory, SSO / SAML.
• Diagnostics: ability to work with logs, sequentially test hypotheses, and find the root cause of a problem.
• English language: level B2 or higher, confident reading of technical documentation and logs.

Will be an advantage

• Experience working in second-line technical support (L2) or transitioning from L1 to L2.
• Experience in technical support for B2B products and supporting corporate / on-premise solutions.
• Experience working with Docker / Docker Compose.
• Bash and PowerShell skills.
• Understanding the principles of web application operation: backend, frontend, API, sessions, cookies, redirects, authorization.

Requirements

• General education;
• Experience: 4 years