1st Line Support Engineer

About Us

We are recruiting for a company that helps telecom operators reduce costs and improve service quality through intelligent traffic steering and automated load balancing. They value honesty, transparency, and a fun, collaborative workplace.

Tasks

• Providing 1st line support, from error analysis to qualification and initial solution.
• Forwarding unsolvable problems to the relevant specialist departments.
• Monitoring the support ticket tracking tool and answering customer inquiries (GitLab Service Desk).
• Conducting technical training courses/webinars and accompanying the release of new features.
• Creating and maintaining help documents for product use in various applications, e.g. FAQs, checklists, and technical documents.

Requirements

TECH STACK

Languages: Bash, SQL
Tools & Frameworks: ClickHouse (SQL-based DBMS), GitLab CI/CD, GitLab Service Desk

QUALIFICATIONS

• You are familiar working with tools such as GitLab Service Desk
• You have the ability to conduct a root cause analysis of an issue
• You demonstrate a customer-first mentality
• You are able to also support non-technical users to troubleshoot with patience and empathy
• You have the desire to learn how Internet Traffic works

NICE TO HAVE

• You have the ability to read and understand a script
• You have knowledge of internet topology and mechanisms behind internet transport

Benefits

• Full flexibility in working hours and location
• Health initiatives, pension scheme, free health checks, flu vaccines
• Learning opportunities and career development
• Company pension and virtual stock options
• Bike leasing program, subsidized public transportation
• Discounts on products and services
• Additional leave for child care during illness
• VSOP Program