L1 Support Engineer (#2317)

N-iX is looking for an L1 Support Engineer to join the team.

Tier 1 Product Support team – a group of skilled and collaborative individuals dedicated to providing excellent 24/7 support services. 
As a L1 Support Engineer, you'll play a vital role in ensuring our platform runs smoothly. Your main job is to promptly address technical issues and handle user requests, contributing to user satisfaction and the success of our products.

Responsibilities

• Address customer inquiries, questions, or assistance requests, to guide clients in properly using the product based on their needs.
• Troubleshoot and resolve reported technical issues using knowledge, best practices, tools, and common sense and making sure the initial response and resolution times meet customer-facing SLAs.
• Comprehend reported issues, particularly from a technical standpoint, and replicate the corresponding scenario in a sandbox environment.
• Keep clients informed about the progress of issue resolution, track matters forwarded to other departments, and ensure timely resolution, emphasizing client satisfaction and product quality.
• Work closely with cross-functional departments such as Tier 2 Product Support, Data Science, Product Management, and Customer Success teams for coordinated issue resolution.
• Properly track all communications and troubleshooting steps using the case management platform.
• Achieve key performance indicators (KPIs) set at both individual and team levels.
• Can work in the N-iX office at least once a week.

Requirements

• 2+ years of experience in a technical support role (or equivalent) in a BPO setting.
• Strong technical background with expertise in troubleshooting, diagnosing, and resolving application/SaaS issues.
• Critical thinking mindset, with the ability to analyze complex problems and develop practical solutions.
• Knowledge/familiarity with Cyber Security fundamentals is an advantage.
• Familiarity with MacOS is a plus.
• Experience with Zendesk, JIRA, or Confluence software is a plus.
• Bachelor's/College degree in Information Technology - nice to have.
• Excellent verbal and written communication skills in English (Upper intermediate+).
• Ukrainian language Advanced or higher.