L1 Technical Support Specialist (UA Private Entrepreneur Only) (ServiceNow)

Location: Remote within Ukraine as a Ukrainian Private Entrepreneur; Monday–Friday during US working hours, 8am–5pm EST / 3PM–11:59 PM Kyiv time.

Company

Provides IT financial management and managed software subscription solutions that help organizations understand, optimize, and allocate technology spending.

What you will do

• Review, prioritize, track, and resolve incoming technical incidents within standard service timeframes.
• Diagnose root causes and implement solutions or workarounds for SaaS product and application issues.
• Provide regular status updates to internal and external stakeholders and maintain accurate ticket records.
• Collaborate with support agents, technical leaders, and internal teams; escalate complex or unresolved tickets.
• Maintain knowledge-base articles and documentation covering solutions, recurring issues, and best practices.
• Identify product and process improvements, own their resolution or escalation, and track time against SLAs.

Requirements

• High school diploma or GED.
• At least 1 year of experience preferred.
• Experience supporting SaaS products or working with ServiceNow, with an interest in developing ServiceNow expertise.
• Technical troubleshooting, problem-solving, and working knowledge of web application stack components.
• Strong written and verbal communication, client-facing, teamwork, self-management, and customer-service skills.
• Must work remotely from Ukraine as a Ukrainian Private Entrepreneur and be available during US working hours.

Nice to have

• ITIL or ServiceNow certification.

Culture & Benefits

• Medical insurance after successful completion of the probationary period.
• Home-office equipment and a remote work setup.
• Full administration support for the Ukrainian Private Entrepreneur business entity.
• Unlimited paid time off coordinated with the team.
• Annual salary reviews based on performance, plus parental leave.