L1 Technical Support Specialist – UA Private Entrepreneur Only

brightfin

. Review and prioritize incoming incidents based on urgency and complexity .

Posted 10/6/2026full-timeRemote • UkraineMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong problem-solving skills and technical troubleshooting abilities, with a focus on SaaS product support and ServiceNow. Capable of effectively communicating technical information to diverse stakeholders while maintaining a customer-oriented mindset.

Highest-signal resume keywords

SaaS Product SupportServiceNow CertificationTechnical TroubleshootingIncident ManagementITIL Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Issue ResolutionWeb Application Stack KnowledgeIncident TrackingRoot Cause AnalysisProcess Improvement

Soft Skills

Excellent Communication SkillsCustomer-Oriented MindsetTeam PlayerSelf-MotivatedProfessional Demeanor

Tools & Technologies

ServiceNowKnowledge Base Management

Certifications & Qualifications

ITIL CertificationServiceNow Certification

Industry Keywords

Incident ManagementTechnical SupportSaaSStakeholder CommunicationResource Efficiency

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Review and prioritize incoming incidents based on urgency and complexity
Ensure timely and efficient resolution of technical issues within standard timeframes
Track ticket progress and provide regular status updates to internal and external stakeholders
Identify root causes and implement solutions or workarounds
Collaborate with key technical leaders to understand the platform and applications
Update and maintain the internal knowledge base and documentation
Collaborate with technical support agents and internal teams on complex issues
Escalate unresolved or challenging tickets
Ensure issue resolutions meet requirements
Identify product or process improvements, formulate problems, own or escalate resolutions, and manage the process
Accurately track time spent on tickets and technical issues to support resource efficiency and SLA adherence

Requirements

What you’ll need

High School Diploma or GED, minimally required
1+ year of experience preferred
ITIL or ServiceNow certification is encouraged
Experience in SaaS Product support or ServiceNow
Desire to become more familiar with ServiceNow
Excellent verbal and written communication skills
Service and customer-oriented mindset
Demonstrated ability to troubleshoot technical issues and strong problem-solving skills generally
Working knowledge of the components in a web application stack
Ability to articulate technical subject matter in a clear and easy-to-understand manner
Excellent client-facing skills
Excellent team player, self-managed and self-motivated
Mature and professional demeanor, attitude, and approach
Ability to work Monday–Friday during US working hours (8am–5pm EST; 3PM–11:59 PM Kyiv time), with a 1-hour break
Ukraine Private Entrepreneur (FOP) status

Benefits

Comp & perks

Medical insurance — after successful completion of the probationary period
Equipment — we set up everything you need to work comfortably from home
Full FOP administration — we handle all administrative matters related to your business entity
Unlimited paid time off — coordinated with your team; shift changes subject to Lead/Manager approval, provided they do not negatively impact team continuity
Annual salary review — based on performance review outcomes
Parental leave
Comfortable remote setup