L1 Technical Support Specialist (вакансія неактивна)

ABOUT THE COMPANY:

ENESTECH Software, one of the companies within the TECHIIA holding, is the developer of the SENET cloud platform — a SaaS solution designed to automate processes in esports centers and computer clubs.

SENET was born from the idea of the owners of a small Kyiv-based network of computer clubs. They began developing their own software to simplify the simultaneous management of dozens of computers and to provide better service for gamers. Today, ENESTECH Software is an international company with SENET users in more than 60 countries worldwide.

ENESTECH independently handles the development, support, promotion, and sales of its product. All of this is done by an international team that speaks seven languages and has deep expertise in computer games.
We are proud of our Ukrainian roots, which is why we support Ukraine in its fight against Russian occupation and do not provide services to computer clubs in Russia or Belarus. The team is actively involved in volunteering and supports the Armed Forces of Ukraine together with the TECHIIA holding.

ABOUT THE ROLE:

We are looking for a L1 Technical Support Specialist with good communication skills, basic technical knowledge, and a customer-focused mindset.

You will be the first point of contact for our customers. You will help them with product-related questions, troubleshoot technical issues, and escalate more complex cases to the next support level when needed.
This role is a good fit for someone who enjoys solving technical problems, communicating with customers, and learning new things.

In this role, you will be the first point of contact for clients, handling incoming requests, performing initial troubleshooting, and escalating issues when needed.

WORK SCHEDULE:

We are currently looking for a specialist for the evening shift:

• 15:00–23:00 (Kyiv time)

The schedule is 5 working days and 2 days off.
Working days are fixed according to the schedule. Days off may fall on any day of the week, as this is not a standard Monday-to-Friday schedule.

• Work format: fully remote.

KEY RESPONSIBILITIES:

• Install SENET software and its components remotely for new customers;
• Provide initial product onboarding for new customers;
• Handle incoming customer requests and provide information about the product;
• Troubleshoot technical issues related to software installation and system usage;
• Analyze logs and technical information to identify common issues;
• Escalate complex technical cases to the next support level when needed;
• Provide clear solutions and alternatives to customers;
• Maintain professional and customer-focused communication.

NEW BUDDY REQUIREMENTS (hard+soft skills):

• Ukrainian — fluent;
• English — B1—B2;
• Knowledge of Windows 10/11 and basic Windows administration;
• Ability to analyze logs and identify the root cause of common technical issues;
• Basic knowledge of computer networking: TCP/IP, DNS, DHCP, VPN, LAN/WAN;
• Understanding of computer hardware: CPU, RAM, SSD/HDD, GPU;
• Experience with browser Developer Tools: network requests, console logs, cookies, and local storage;
• Good communication and explanation skills;
• Customer-focused mindset;
• Analytical thinking and ability to work with technical information;
• Willingness to learn, ask questions, and develop your technical skills.
• Knowledge of computer games and the gaming industry will be a plus.

WE OFFER:

• Open and friendly corporate culture;
• Freedom to suggest ideas and take initiative;
• Fully remote work;
• Structured onboarding and support from the team;
• Medical insurance after the probation period;
• 9 paid sick leave days per year;
• 12 paid vacation days per year;
• PE (FOP) support;
• Opportunity to develop your technical skills in an international SaaS product company.

Interested in joining SENET?
Send us your CV — we will be happy to meet you and tell you more about the team and the product.