— 1+ year experience as a lead/manager of a support team
— Experience in customer support service (based on a ticket system)
— Understanding of IT terminology
— Understanding of levels of customer support and their differences
— Understanding of what kind of KPI a support team might have
— Ability to organize a team
— Know how to deal with processes
— Intermediate English
— Understanding of what is a database, Docker, Kubernetes
— Eager to explore and dive deeper into the technological aspect of work
— Fully remote work and complete freedom in choosing a workspace within the Remote First format
— You are free to build a process you feel comfortable with
— Our well-developed knowledge transfer system will enable you to master new technologies and tools fast
— You will have a lot of opportunities to make your own decisions and hone T-shaped skills since our company has a flat organizational structure
Our ideal candidate can skillfully organize and manage the work of the L2 support team.
You would have a lot of freedom in this sense, so we expect you to apply your vision and experience in organizing the work of a team.
— Identify key metrics and monitor them;
— Audit existing processes;
— Build new processes considering the future scale of a team;
— Supervise the work of a team;
— Communication with a client: tracking that a client operates according to the defined with us processes;
— People Management of team.
We implement a portfolio of projects in the actively growing E-government domain for our overseas customer. These are electronic services (e-services) for the interaction of participants in the system “state — companies — employees of companies — state residents.” In total, the projects are 4 large platforms where these e-services are placed. These platforms are built on Ruby and Ruby on Rails.
Our Support Team consists of only L2 Support Engineers. Currently, there are 3 team members, and we expect 3 others to join us soon. So you would manage a team of 6 in total, with a plan to scale it up to 9 people. The main responsibility of our support engineers is to handle tickets that arrive from L1 Support. The rest of the time our support engineers monitor systems, trying to detect issues on their own.
Working with this client brings us several benefits:
— All communication is in English
— The client is located in GMT+3 time zone
— We suggest and implement new technologies and approaches
**We don’t have night shifts!**