International Technical Support – Applicative

Job Description:

Providing technical support to customers worldwide via email, Zendesk ticketing system, and phone calls. The role includes handling complex issues, log analysis, and a deep understanding of workflows in SaaS systems. High analytical ability is required for Root Cause Analysis (RCA), providing creative solutions, and providing clear explanations in English to customers in cases of misuse.

Responsibilities:

• Service Ticket Management: Working with the Zendesk system to manage inquiries, providing full documentation of every step in the troubleshooting process in accordance with the SLA (Service Level Agreement).
• Technical Issue Analysis: Reading Log Files and using analysis tools such as ElasticSearch, Kibana, or similar to identify problems.
• Root Cause Diagnosis: Distinguishing between a system bug and an operational error by the user, including documentation in Bug Tracking.
• Working with Development Teams: Opening bugs in Azure DevOps systems, attaching logs and screenshots, and conveying accurate information.
• Customer Communication: Drafting professional responses in English, including guides, links to the Knowledge Base, and clear technical explanations.
• Documentation and Knowledge Transfer: Updating FAQ documents, creating guides for correct system usage, and performing internal Knowledge Transfer to other teams.
• Escalation Process: Transferring complex tickets to higher support levels if necessary.

Job Requirements:

• Full proficiency in English (writing and speaking) – Mandatory.
• Previous experience in Technical Support / NOC / Helpdesk – An advantage.
• Experience working with Zendesk – Significant advantage.
• Familiarity with bug management systems such as Azure DevOps, or similar.
• Knowledge in reading logs and understanding common protocols (HTTP, API Calls, JSON).
• Familiarity with SaaS systems and integration processes.
• High service orientation, patience, and excellent ability to explain concepts to non-technical customers.

Employment Scope:

Full-time, Sunday–Thursday