1st Line Support Specialist (Crypto)

Location: Remote within the European Region; hybrid workplace

Company

hirify.global Dev is an engineering brand focused on blockchain infrastructure, cryptocurrency processing, software engineering, security, and R&D across more than 20 blockchain networks.

What you will do

• Provide technical and organizational support to clients during integrations and after service launch.
• Communicate with clients through calls, tickets, chats, and other business channels.
• Investigate requests, resolve issues, and escalate complex technical cases to L2 Support and Development teams.
• Handle internal requests and communicate structured client feedback to customer-facing and product teams.
• Demonstrate product features and explain available functionality.
• Manage user access and permissions, including merchant and employee roles, while supporting regulatory compliance.

Requirements

• At least one year of experience in technical support, customer support engineering, or a similar role.
• English at B2 level or higher and Russian are required.
• Understanding of software development principles and processes.
• Strong analytical, troubleshooting, problem-solving, organizational, and reporting skills.
• Experience with log analysis, monitoring, and analytics tools such as Kibana, Grafana, and Zabbix.
• Experience with CRM systems such as Salesforce and API testing tools such as Postman.

Nice to have

• Experience in IT, fintech, gambling, or cryptocurrency industries.
• Knowledge of the cryptocurrency industry and ecosystem.
• Working knowledge of Jira and Confluence.
• Adaptability, initiative, and a constructive approach to feedback.

Culture & Benefits

• Fully remote work from almost anywhere, optional offices, and relocation support.
• Flexible, async-friendly working environment.
• Benefit Bar of up to €230 per month for sports, mental health, coworking, home office, or medical expenses.
• Budgets for courses, certifications, professional development, and language learning.
• Medical insurance or reimbursement depending on location, mental health support, and financial support for important life events.
• Team offsites, company events, and a rewards-based merch shop.

Hiring process

• The position includes a probation period with a Monday-to-Friday schedule from 07:00 to 16:00 UTC.
• After successful probation, the schedule changes to alternating 12-hour day and night shifts on a 2/2 rotation: 05:00–17:00 UTC and 17:00–05:00 UTC.