Position: L2 Support Engineer
Company: InoXoft
Experience required: 1y
English level: upper

**RESPONSIBILITIES:**
- Process tier 1-2 support tickets via the customer service application
- Communication with the end-user to gather specific details about the issue and explore possible workarounds.
- Providing clear and concise communication to end users, explaining technical concepts and issue resolutions in a user-friendly manner.
- Collaborating with the US-based Tier 1 support team and UA-based development team to resolve complex issues and provide feedback for improving product or service quality.
- Diagnosing and resolving complex technical issues escalated from Tier 1 support
- Managing and prioritizing escalated incidents, ensuring timely resolution and minimizing downtime.
- Creating and updating knowledge base articles, FAQs, and troubleshooting guides to improve efficiency and enable Tier 1 support to handle common issues independently.

**REQUIREMENTS:**
- Experience with Zendesk
- Junior experience in web application testing
- Knowledge of front-end web programming languages, such as JavaScript, HTML
- At least Upper-Intermediate English level. Potentially need to communicate with end-user and US-based tier 1 level support team.

**MAIN BENEFITS:**
- 20 paid days off, 20 unpaid days off, 11 holidays, and 10 sick leaves
- Medical insurance (dental services included)
- Corporate English courses;
- A possibility to have a mentor or become a mentor yourself;
- Personal budget for Courses, Training, and Certifications;
- Skills Evaluations and promotions are based on Corporate Matrix;
- Accounting Support;
- IT Cluster Membership