Position: Technical Support L2
Company: Blackbird Lab
Experience required: 2y
English level: upper

It’s a platform for restaurants that is used by a big restaurant chain in the US. We’ve been in production since the beginning of 2022, and our platform handles thousands of online orders per day. We are integrated with third-party delivery platforms like Uber Eats. We also have mobile and desktop ordering apps (iOS, Android, Web) that are used by thousands of users.

As a support engineer, you will be working with our client headquarter team and their L1 support team to analyze and troubleshoot issues, help them to use the platform more efficiently, and report bugs to the development team since our product is in active development. In the nearest 6 months, you’ll be the only support engineer and as the platform grows, the support team may grow as well. Currently, we handle support requests ourselves but as we get more features, we feel a need to have a dedicated person for this.

Since our customers are located in North America, it will be required to shift **your working hours to 12-21 Kyiv time.**

**Stack**
- AWS
- ElasticCloud for logs, APM, alerting
- Slack, Google Workspace
- Tech stack: Java, PostgreSQL, ElasticSearch, Kafka, React

**Requirements**
- 2+ years of experience in tech support
- Experience in writing SQL queries
- Experienced user of Chrome DevTools and Postman
- Upper-Intermediate or higher English speaking level
- Self-organized and eager to learn
- Be able to understand clients’ concerns and replicate them and deliver them to the team for further testing and bug fixing

**Will be a plus**
- Knowledge of messaging systems (Kafka)
- Understanding of code, ability to debug, search in logs
- Basics of CI/CD approach and pipelines (GitHub Actions, GitLab)

**Responsibilities**
- Be the first point of contact for our clients (employees of our customers)
- Select and setup helpdesk software to ease communication
- Communicate via email / slack
- Troubleshoot system issues, analyze logs, query databases
- Create and update documentation based on customer interactions.
- Operate our internal administrative dashboard
- Communicate with the team, create bug reports

**Opportunities for growth**
- You can start making reports and perform manual testing, grow into QA Engineer
- You can start debugging backend code in Java and grow into a Developer

**Interview process (takes ~ 1 week)**
- HR Interview (30 mins)
- Interview with Tech PM and QA Engineer (60 min)

**Benefits**
We are all for the self-development of each team member. As a part of our team, you’ll be supported in your professional growth, work on Macs, receive certifications, and visit conferences. On top of that, you will enjoy an attractive social package, including

- Сompetitive monthly compensation
- Flexible working schedule
- Working remotely
- 18 paid vacation working days
- Paid sick leaves (with 5 undocumented days per year)
- Health support with medical insurance or sports programs
- English lessons, sports activities, and charity events
- Full support of Private Entrepreneur reporting services (ФОП)