First Line Support Team Member

Suntech Innovation

. Provide outstanding support for clients and be responsible for successful platform operation .

Posted 10/7/2026contractRemote • UkraineMid-LevelSenior💰 $360 - $465 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong client support capabilities with a focus on troubleshooting technical issues and managing support requests through various communication channels and ticketing systems. Proficient in SQL, DevTools, and API, with a commitment to ensuring timely resolution of client issues.

Highest-signal resume keywords

Client SupportTechnical TroubleshootingSQL KnowledgeJira ExperienceTicketing System Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLDevToolsAPIJiraPC Skills

Soft Skills

AttentivenessResponsibilityDisciplineFriendly TemperDecision-Making

Tools & Technologies

SlackTeamsTelegramJira Service Desk

Industry Keywords

SLASupport RequestsTechnical IssuesEscalationPart-Time Shifts

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Provide outstanding support for clients and be responsible for successful platform operation
Receive and manage support requests through internal communication channels and ticketing systems (Slack, Teams, Telegram, Jira Service Desk)
Diagnose and troubleshoot technical issues
Ask customers targeted questions to quickly understand the root of the problem and gather additional details for higher levels of support
Monitor issues through to resolution, within agreed time limits (SLA)
Properly escalate issues unresolved by 1st line to appropriate internal teams
Ensure all issues are properly logged within the ticketing system
Follow up with clients to ensure their systems are fully functional after troubleshooting
No cold calls

Requirements

What you’ll need

English: Intermediate or higher
Excellent PC skills and confidence in working with different tools and systems
Ability to prioritize and manage multiple tasks when needed
Ability to make decisions within established processes and explain the reasoning behind them
Knowledge of SQL/DevTools/API/Jira will be an advantage
Ability to work part-time shifts: 3 × 8-hour shifts per week (24 hours/week, approximately 96–108 hours/month), covering 7am–3pm, 3pm–11pm, or 11pm–7am, with the option to swap shifts with teammates when needed
Ready to hire a student (If you are studying in IT major this would be an advantage)
Attentiveness
Responsibility
Discipline
Friendly temper

Benefits

Comp & perks

A position in a product development company with a dynamic environment and real-life support scenarios
Opportunity to grow inside the company and potentially move towards technical roles (QA, FE, etc.) based on performance and business needs
Ability to contribute ideas and improvements to internal processes and support flows
Supportive team of professionals and a collaborative working culture
English language courses (corporate classes, subject to availability)
Paid annual breaks (6 paid shifts per year, accrued monthly)
Medical insurance coverage (after 1 year of cooperation)
Wellbeing package: online-yoga classes, Yakaboo, BetterMe App: Health Coaching, BetterMe App: Mental Health
Corporate online activities and team-building initiatives (e.g. Random Coffee)
Remote-first culture: we primarily work remotely, but also have an office in Kyiv