Position: Tier 1 Technical Support Engineer #58
Company: OneReach.ai
Category: Support
Experience required: 1y
English level: intermediate

**Qualifications:**
Degree in Information Technology or Computer Science OR 2+ years of relevant job experience;
Knowledge of common technical troubleshooting procedures within browser-based applications on Windows and Mac;
Ability to understand and interpret Javascript and/or JSON;
Ability to multi‐task, adapt to changes quickly, and manage your time effectively;
Technical awareness: the ability to match resources to technical issues appropriately;
Understanding of support tools, techniques, and how technology is used to provide support to clients;
The willingness to generate and maintain clear technical documentation and records;
Familiarity with ticketing systems or professional service automation tools;
You feel comfortable communicating in English.

**Nice to have:**
Experience in the software development lifecycle;
Familiarity with AWS, Azure or Google Cloud;
Experience with conversational design.

**Responsibilities:**
Handle Tier 1 issues and questions that enter our ticketing system;
Troubleshoot issues and resolve them within established SLAs;
Communicate with the customer as required: keeping them informed of incident progress, notifying them of impending changes;
Document new support processes, troubleshooting techniques, and technical issues.
Take and maintain ownership of issues that get escalated to appropriate resources;
Review and prioritize outstanding support requests;
Help our customers’ business succeed by delivering outstanding customer service through the management and execution of their service requests;
Learn OneReach.ai as a low-no code platform and become the product expert in a short term;
Use the OneReach platform to create solutions and smart automation for support tasks;
Create simple SQL/NoSQL queries;
Read and understand system logs and dev documentation;
Coordinate with dev, sales and finance departments on the matter of customer and internal projects.

**Benefits:**
Opportunity to develop an officially recognised best AI product on a market;
Using modern and trending technologies stack with almost zero legacy code;
Working with as minimum bureaucracy as possible in small dedicated teams;
Flexible remote format — you can choose to work from anywhere in the world, or visit our cosy pet-friendly office in Kyiv with in-house Humans coffee shop providing free drinks to keep your going!
24 paid vacation days per year and undocumented sick leaves;
Well-being program, providing unlimited access to psychologists, lawyers, and financial consultants.