Specialist of Second Line Technical Support

This role involves maintaining a knowledge base for the global second-line support team by documenting processes, diagnostic steps, and escalation procedures to improve efficiency. Key tasks include preparing guides, coordinating ticket transfers, and supporting specialists with tools like Kibana and Grafana.

Responsibilities

• Maintain and update a knowledge base for the global second-line support team. This includes creating and keeping clear, accurate documentation on processes and detailed steps for diagnosing and solving technical issues.

• Prepare clear and detailed guides for second-line support, covering tool usage, escalation processes, and collaboration with product teams.

• Clearly document key team processes, including ticket handling and escalation procedures, to make workflows more efficient and reduce incident resolution times.

• Monitor and review current tools (like Kibana, Grafana, Jira, Confluence) to identify areas for improvement and ways to automate incident handling.

• Coordinate with first-line support and development teams to ensure smooth ticket transfer, track incident statuses, and get regular feedback.

• Provide support to specialists on using monitoring and diagnostic tools (e.g., Kibana, Grafana), and explain the basics of microservices architecture.

• Collaborate with other managers to improve processes and support internal communication within the team.

Qualifications

• Experience in a similar role in technical support, with a background in creating and managing documentation and detailed process descriptions.

• Strong knowledge of Kibana and Grafana, with a good understanding of microservices architecture and monitoring tools.

• Experience with Jira, Confluence, and Slack to support teamwork and communication.

• Solid understanding of escalation processes, with the ability to document complex incidents, run diagnostics, and create clear, actionable instructions.

• Excellent communication skills to work effectively with various technical teams.

• Strong writing skills to create clear, detailed, and accurate documents.

• Proficient English skills for writing documentation and working with an international team.

Conditions & Benefits

• Stable salary, official employment
• Health insurance
• Hybrid work mode and flexile schedule
• Relocation package offered for candidates from other regions
• Access to professional counseling services including psychological, financial, and legal support
• Discount club membership
• Diverse internal training programs
• Partially or fully payed additional training courses
• All necessary work equipment