Customer Support Engineer (L1)

About the Position

Customer Support Engineer (L1)

We are seeking a dedicated Customer Support Engineer (L1) to join our team. This role involves providing exceptional support for our data management tools and services.

Working Hours

Your working hours will be from 3:00 PM to 12:00 AM, including a 1-hour break that can be taken flexibly at your convenience.

About the Company

We are a Ukrainian multiproduct company that creates database development and management tools, connectivity solutions, productivity tools, and data services for more than 500,000 clients from 120 countries. Our clients include Microsoft Corporation, Oracle America, IBM, Intel, and many more companies that are part of the Fortune 100 and Fortune 500.

Since 1997, we have been streamlining data workflows for professionals and teams with our intuitive and efficient software products. We're committed to enhancing our customers' experience across the globe by minimizing data-related tasks and enabling them to focus on more inspiring goals. Whether it's Fortune 100 companies or individuals, we provide a customer-centric approach, delivering high-quality solutions and exceptional support.

Driven by passion, we play a substantial role in shaping the future of data management.

About the Product

Skyvia is a versatile no-code SaaS cloud platform designed for data integration, automation, backup, management, and connectivity. It offers support for over 200 connectors, including popular cloud applications like CRMs, marketing tools, support systems, and management solutions, as well as databases and data warehouses.

Responsibilities

• Handle customer inquiries through tickets in Zoho Desk, ensuring high-quality written communication
• Provide support via chats and forum posts in Zoho Desk
• Follow corporate technical support standards when communicating with users across chats, forums, and tickets
• Search for relevant information in internal resources such as Zoho Desk, Jira, and Confluence, as well as external sources when needed
• Identify gaps in technical documentation and create requests for its improvement or expansion
• Assist with the preparation of bug reports and feature requests
• Create and maintain knowledge base articles and response templates
• Collaborate with Tier 2 Support, the development team, and the manager when preparing responses to complex customer inquiries
• Create and document tasks based on customer issues for further escalation to the relevant team
• Monitor and ensure compliance with SLAs
• Monitor the quality of support responses and contribute to the continuous improvement of customer service

Requirements

• 2+ years of experience in Customer Support or a similar role
• Understanding of client communication principles across different channels and experience with business correspondence
• Basic troubleshooting skills and the ability to identify and resolve common customer issues
• Basic understanding of task management and issue tracking systems such as Jira, Redmine, or similar tools
• Ability to clearly communicate technical information to both technical specialists and end users
• Upper-Intermediate level of English (written and spoken) for effective communication with users and working with documentation
• Proactive mindset, strong attention to detail, and the ability to work both independently and as part of a team

Nice to Have

• Basic knowledge of SQL, APIs, and ETL

We Offer

• Work from home or office with no overtime required
• 19 working days of annual vacation granted on a pro-rata basis
• 15 working days of sick leave per year - because your health is our priority
• Comprehensive medical insurance from a leading Ukrainian provider, including a wide range of services and special programs for family members as well as special options for those who live abroad
• Free English classes
• Online learning activities - workshops, lectures, and webinars
• Career growth through promotions and rotations

About the Company

We are a perfect match if you share our values:

• Professionalism and expertise in solving complex tasks
• Product-focused mindset with attention to detail
• Friendly and collaborative workplace culture
• Open, transparent communication and radical honesty
• Continuous learning and knowledge sharing
• Active pro-Ukrainian position: We support our servicemen and their families not only through constant donations and volunteering, but also through our military leave policy, special health insurance options, and financial help

Hiring Process

• Introductory interview with the recruiter
• Test task
• Technical interview
• Offer call

We strive to ensure transparency and openness in the hiring process, and we understand the importance of providing timely feedback. If your CV matches the requirements, we will contact you to clarify the details and schedule an interview within 2 weeks after your application is submitted.

The timeframe for feedback between interview stages may take up to 2 weeks.

Interested?

Please share your contact details along with your resume and our recruiters will contact you shortly.

Apply via Devart Website

First Name *

Last Name *

Email *

Phone Number *

Linkedin - optional

Upload your CV

Cover Letter / Message - optional

How did you hear about us?

*: Indicates required fields

Thank You!

Your information has been submitted successfully. Our HR managers will contact you shortly.

Benefits & Perks

Professional and Career Growth

Your qualifications, experience, and commitment to what you do will be paid accordingly.

Flexible Work Schedule

Arrange your own flexible schedule with no overtime to improve your work-life balance.

19 Days of Paid Vacation

What is more, once you pass the 2-year mark at Devart, this number will be increased to 21.

15 Days of Paid Sick Leave

5 of them do not require any medical confirmation and can be taken at any moment.

Medical Insurance

Receive a special Elite medical insurance package that covers 300,000 UAH per year.

Equipment

We provide you with all the hardware and software you might need for productive work.