Job VC

InfluenceProServices
builds services, tools, and infrastructure that drive marketing business growth and help teams scale efficiently. Every day, we tackle complex technical and operational challenges, enabling our customers to push boundaries and achieve greater success.

We are looking for an
L1 Support Engineer
to serve as the first point of contact for users and manage incoming support requests. The ideal candidate will handle ticket intake, classification, and initial troubleshooting, as well as resolve common user issues using runbooks and standard procedures. In addition to day-to-day support, you will take a proactive role in designing and setting up the support process, improving existing workflows, and driving the development of documentation, runbooks, and metrics. You will work closely with the development team to escalate complex cases and ensure timely resolution while helping to build a structured, scalable support function.

Responsibilities
Act as the first point of contact for user support requests
Register, classify, and prioritize tickets in Jira Service Management
Collect required information for troubleshooting
Resolve common user issues using runbooks and standard procedures
Design, set up, and continuously improve the L1 support process
Manage support communication via Telegram and chat-bot
Escalate complex issues to the development team and track resolution
Maintain and improve support workflows in JSM
Create and update documentation and runbooks
Track support metrics and prepare reports

Experience and Skills
1-3+ years in L1 / Service Desk / Technical Support roles
Hands-on experience with ticketing systems (Jira Service Management, Zendesk, Freshdesk, etc.)
Experience setting up or improving support workflows and processes
Basic understanding of web applications, APIs, and common integration issues
Ability to read logs and perform basic technical diagnostics
Strong documentation and knowledge base management skills
Analytical mindset and attention to detail
Good written communication skills
English for written communication and technical reading (intermediate or higher)

Nice to have
Experience administering Jira Service Management
Experience with chat-bots or messenger-based support channels
Basic knowledge of SQL, REST APIs, or scripting
Experience with support metrics and SLA/KPI tracking

What we offer
Paid vacation and sick leave
The opportunity to work in a dynamic, multicultural team of professionals driven by a shared passion for product innovation and real impact
A flat structure with no micromanagement and full ownership of your work
A remote-first culture with flexible working hour