Svitla Systems Inc. is looking for a Technical Support Engineer to handle functional and technical customer issues while delivering amazing customer experiences in a full-time position (40 hours per week) in Ukraine. Our client is a US-based technology company that specializes in mobile marketing solutions and customer engagement. The company’s AI-powered platform was designed with non-technical, growth-focused teams in mind, making it easy to create, test, and orchestrate hyper-personalized experiences across all channels. With the ability to easily enrich customer data and rapidly launch growth experiments, brands can deliver consistent, meaningful interactions that accelerate conversion and foster deeper customer relationships.
Working Schedule: potential rotating schedules (e.g., Tuesday-Saturday or Sunday-Thursday); European Time working hours. REQUIREMENTS: * Bachelor’s or master’s Degree in Computer Science or in Digital Marketing, or equivalent experience, with at least two years in a Technical Support role * Ability to speak, read, and write English fluently. * Knowledge of Zendesk, Jira, Google BigQuery, and Logs Explorer (Stackdriver). * Knowledge of TypeScript. * Understanding of APIs, logs, troubleshooting, and analysis. * Curiosity and interest in new technologies and innovations. * Committed to improving processes and solving problems with the ability to read and write code. * The ability to support and learn from teammates. * The ability to build trusting relationships with both technical and non-technical customers via written and verbal communication. * The ability to work independently while working in a team environment.
NICE TO HAVE: * Knowledge of at least one code language (Python, SQL, JavaScript, Java, Kotlin, or Swift). * Basic understanding of deliverability and last-mile limitations. * Familiarity with the Email and SMS ecosystem. * Basic knowledge of the French language.
RESPONSIBILITIES: * Provide world-class writing and verbal guidance by taking ownership of customer requests from initial contact to resolution, including troubleshooting, determining root cause, and ensuring that the customer understands the resolution. * Partner with engineering teams to resolve customer issues and assist customers during product and service implementation, including code reading and analysis. * Write documentation, knowledge base articles, and tutorials to improve the customer experience of the products and services. * Work on transversal projects to increase knowledge and personal skills. * Contribute to the development of the support policies and procedures. * Troubleshoot issues with APIs, JSON, BigQuery/TypeScript * Participate in an on-call rotation and have a weekend day component to the weekly schedule.
We offer * US and EU projects based on advanced technologies. * Competitive compensation based on skills and experience. * Regular performance appraisals to support your growth. * Flexibility in workspace, either remote or in one of our development offices. * Comprehensive medical insurance, including dental and massages. * Personalized learning program tailored to your interests and skill development. * Sport reimbursement program for onsite and online activities. * Bonuses for recommendations of new employees. * Bonuses for article writing, public talks, and other activities. * 20 vacation days, 10 national holidays and 5 sick leaves. * Maternity leave policy and family days off. * Free tech webinars and meetups organized by Svitla. * Welcome and anniversary presents, gifts for children, and more. * Regular corporate events and meetups. * Awesome team, friendly and supportive community!
