Support Engineer

TL;DR

Support Engineer (Customer Support): Providing technical assistance for a music distribution platform with an accent on troubleshooting fan issues and bug reporting. Focus on analyzing customer problems, managing email communication, and escalating tickets within a cross-functional team.

Location: Must be based in Ukraine (Remote or Hybrid)

Company

A custom product engineering company that supports both multinational organizations and scaling startups to solve complex business challenges.

What you will do

• Maintain comprehensive knowledge of company products and user flows.
• Handle customer requests and proactively report identified bugs.
• Analyze customer problems to find and implement acceptable solutions.
• Manage support cases received via email.
• Solve issues directly or escalate them through the ticket system to relevant teams.

Requirements

• English: Upper-Intermediate (B2) level (written and speaking) required.
• Location: Must be based in Ukraine.
• Previous experience in customer support.
• Proficiency in Microsoft Office.

Nice to have

• Experience with Jira, Confluence, Zendesk, Freshdesk, or similar systems.

Culture & Benefits

• Radical flexibility with the choice to work remotely or from an office.
• Company-paid medical insurance and mental health support.
• Access to learning tools including Udemy, internal workshops, and company-paid certifications.
• Opportunities for internal mobility to explore diverse domains.
• Inclusive environment supporting diverse talent and military veterans.