Position: technical support, 2-3 line support, support engineer, support
Category: Support
English level: upper
Years of experience: 9


•	Provide efficient 3-Tier support for customers according to the SLA 
•	Set up SLA requirements for teams 
•	Monitoring platform's performance, analysing errors, future escalation  
•	WEB-interface testing for bugs and errors, checking for actual requirements if they exist 
•	Maintaining and updating instructions, knowledge base  for internal and external clients  
•	Solving mass and individual troubles which related with CRM systems (Jira Service Desk, Zendesk, Битрикс24)
•	Creating and providing reports for clients and internal users 
•	Creating tech support documentation for future escalation in case of any incidents  
•	Supporting devops at night shifts to provide work stability of application
•	Communication with BA, DevOps, QA and Developers to improve the project 

•	Providing   trainings for a newcomers and collleagues 
•	Interviewing people
Professional growth , good and friendly colleagues , interesting projects