Customer IT Support 24/7
The Customer IT Support team is responsible for managing technical issues of the company’s clients, resolving any issues related to the company’s products, and ensuring user understanding.
Challenges that await you:
- Monitor the health of critical company services and infrastructure
- Respond quickly and effectively to major incidents: classify, prioritize, and escalate them to the appropriate technical teams
- Coordinate actions across multiple teams to resolve incidents as fast as possible; stay involved until full resolution
- Keep internal stakeholders updated on the incident status and resolution progress
- Organize post-incident recovery actions and customer communication
- Participate in post-incident reviews to identify root causes and improve future responses
What makes you a great fit:
- 1+ years of experience in 24/7 support or monitoring roles
- Understanding of how large-scale IT systems work and interact
- Basic knowledge of SQL and APIs
- High sense of responsibility and strong self-organization skills
Work schedule:
The role operates on a mixed schedule, combining standard 9–5 hours with a four-day rotating shift pattern (70/30 split). A 4-day rotating shift pattern. All shifts are aligned with the Mexico time zone (CST/CDT), so availability during Mexican business hours is required.
- Day 1 – Working shift from 08:00 to 20:00
- Day 2 – Working shift from 20:00 to 08:00
- Day 3 – Rest day (post-night shift recovery)
- Day 4 – Day off
Your Bonus Skills:
- Experience working with ITSM systems
- Experience using log collection and visualization tools such as Grafana, ELK, or Kibana
- Experience building a monitoring function, including alert setup and dashboard creation
Our ways of working:
- Innovative Spirit: A commitment to creativity and groundbreaking solutions
- Honest Feedback: valuing open, transparent communication
- Supportive Team: a strong, collaborative community
- Celebrating Achievements: recognizing our wins together
- High-Tech Environment: a team full of smart and revolutionary people who dare to challenge the status quo of incumbent finances
Our benefits:
- Relocation support to one of our hubs — Cyprus, Serbia, or Kazakhstan — with assistance for the employee and their family
- Flexible work from one of our offices or remote
- Healthcare Coverage
- Education Budget: Language lessons, professional training and certifications
- Wellness Budget: Mental health and fitness activity reimbursements
- Vacation policy: 20 days of annual leave and paid sick leave
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