L1 Support Specialist

TL;DR

L1 Support Specialist (Customer Support): Provide first-line customer support via email and an internal ticketing system with an accent on triaging and routing issues to L2/L3 teams while learning the hirify.global analytics platform. Focus on documenting troubleshooting steps, maintaining accurate interaction records, and building technical capability through training and shadowing for advancement into higher technical tiers.

Location: Remote (flexible across Europe)

Company

hirify.global develops a blockchain analytics platform for clients.

What you will do

• Respond promptly and professionally to customer inquiries via email and internal ticketing.
• Triage and categorize support tickets, routing complex issues to L2/L3 technical teams.
• Learn the hirify.global analytics platform to help users with navigation and basic questions.
• Participate in regular internal training, studying, and shadowing to prepare for promotion to higher technical tiers.
• Maintain accurate records of customer interactions and clearly document initial troubleshooting steps.

Requirements

• 2–4 years of experience in a customer support role.
• Strong computer literacy and a reliable internet connection.
• English: excellent written and verbal communication skills
• Ability to quickly absorb complex technical information and a strong drive to learn and advance.
• Flexibility to accommodate potential 4-hour weekend shifts as support coverage expands.

Nice to have

• Proficiency in Ukrainian and/or Russian.
• Interest in blockchain, cryptocurrency, or the broader web3 space.
• Experience with ticketing workflows in Zendesk or Jira.
• Basic troubleshooting familiarity (RESTful APIs, browser DevTools, and reading application logs).

Culture & Benefits

• Remote role with flexibility to consider candidates from anywhere in Europe.
• Clear growth path: designed as a launchpad to move into higher technical support tiers.
• Regular internal training, studying, and shadowing to build technical skills.

Hiring process

• Initial screening based on support experience and English communication.
• Assessment of troubleshooting approach and ability to learn technical concepts quickly.
• Interviews focused on motivation for advancement and flexibility for weekend coverage.