About the Company
SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries.
Responsibilities
•Provide exceptional technical support via calls, chats and emails
•Develop and maintain backend services using Java, Spring Boot, APIs, MongoDB, and Kafka
•Provide L2 technical support to customers during incidents via Zoho Desk
•Assume ownership of escalated technical issues from investigation to resolution
•Analyze and diagnose technical issues of various complexity
•Guide customer technical teams in collecting the diagnostic data needed to resolve complex cases
•Collaborate with L1 support, customer IT teams, and internal developers to resolve issues efficiently
•Communicate internally via Slack and manage tasks in JIRA
•Troubleshoot system issues across on-premise setups, including load balancers, clustering, and queues
Requirements
•Excellent English skills (at least C1 for both spoken and written)
•2+ years of experience in backend software development
•Proficiency in Java, Spring Boot, and MongoDB
•Strong problem-solving skills and the ability to guide customers through troubleshooting
•Understanding of on-premise IT infrastructure, including load balancers, queues, and clustering
•Ability to work independently and handle L2 support tickets as needed
•Positive, proactive and responsible attitude
•Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 45 Mbps-download and 20 Mbps-upload)
Nice to Have
•Experience with Kafka framework and Groovy scripting
•Knowledge of Kubernetes, OpenShift, or other containerized environments
•Experience in performance tuning
•Understanding of financial sector derivatives
Conditions
•Fixed schedule: Monday-Friday, 1 AM - 9AM UTC
•Opportunity to cooperate fully remotely
•Inclusive international environment
•Compensation in USD
•Rewards for referring friends
•Balance between project workload and personal time, but also - internal health policy
•Responsive leadership interested in your development and long-lasting cooperation
•Greenhouse conditions for self-development
•A culture built on trust, with no time-tracking requirements
