Technical support engineer (2/2 (12-hour shift, 07:19 or 19:07) in ENESTECH Software

ABOUT THE COMPANY:

ENESTECH Software, one of the companies of the TECHIIA holding is a developer of the cloud platform SENET - SaaS project for automating processes in e-sports centers and computer clubs.

SENET was born from an idea owners of a small Kyiv network of computer clubs. They began to develop their own software to facilitate the simultaneous management of dozens of computers and to provide better service to gamers. Now ENESETCH Software is an international company with SENET users in more than 60 countries around the world. Everything is handled by an international team that speaks seven languages ​​and knows everything about computer games. We are proud of our Ukrainian origin, so we support Ukraine in its struggle against the Russian occupation and do not provide services to computer clubs from Russia and Belarus. The team is actively involved in volunteering and helping the Armed Forces together with the TECHIIA holding.

ABOUT THE ROLE:

We are looking forL2 Support Engineer with a focus on customer integrations who will guide customers from inception to successful launch, support complex technical incidents, and ensure stable integrations after implementation.
This is a role for those who combine technical expertise and a systematic approach to problem solving.

SCHEDULE OF WORK:

• style="font-style: inherit; font-weight: 700">2/2 (12 hours) - you can choose a shift:
  •from 07:00 to 19:00 or
  •from 19:00 to 07:00 Kyiv time. Work format: remote.00">Main responsibilities
  • Full responsibility for the application lifecycle:triage > research > resolution > documentation.
  • Lead end-to-end incidents and problems, prepare clear reports and conduct root cause analysis (RCA).
  • Coordinate the entire process customer integration — from requirements gathering and environment preparation to go-live and post-launch support.
  • Plan installation windows, success criteria and conduct post-launch audits.
  • Monitor service status, analyze logs and diagnose errors at the HTTP/TCP and API levels.
  • Perform light tasks with databases (queries, transfers, clearing statistics).
  • Automate routine tasks with the help of scripts, playbooks and monitoring rules.
  • Share knowledge and help colleagues from the Support team to improve their technical level.

  Technological environment

  • Monitoring: Zabbix, Grafana, Prometheus, ELK Stack or similar systems.
  • Work with logs, network protocols, API, drivers, Windows/Linux OS.
  • Basic level of work with SQL queries.
  • Automation: PowerShell, Bash or Python.

  Requirements

  • 2+ years of experience in technical support with direct customer interaction.
  • Incident / problem management experience with full responsibility for the outcome.
  • Strong skills in network diagnostics, logs, APIs and Windows/Linux basics.
  • Understanding of PC and networking equipment will be a plus.
  • Experience working with Zendesk, Confluence, monitoring and logging systems.
  • Ability to communicate clearly, structure thoughts and work calmly under pressure.
  • English language - minimum level B2 (oral and written), a prerequisite for communication with clients.

  Would be an advantage

  • Knowledge of CI/CD or configuration management systems.
  • Experience participating in pre-sales or Proof of Concept (PoC) projects where success criteria should be defined.

  WE OFFER:

  • adequate and democratic corporate culture;
  • remote work format;
  • easy and careful adaptation from colleagues;.
  • medical insurance after the trial period (if you are in Ukraine);
  • paid: sick leave - 9 days, 12 working days vacation;

  Join us to to help the global eSports revolution and turn quiet internet cafes into modern gaming lounges.