Work in rotational shifts to provide 24/7 support to customers
Work with issues too technical for the 1st line
Solve issues too simple for the Dev team
Investigate, assess, describe, prioritize and systematize issues for further escalation
Reduce manual work by creating automation scripts/SQL queries/Support tools
Technical ownership of Admin control panel
Document solutions and workarounds in Confluence/KB
Educate 1st line on issues they can solve themselves
Improve support workflow by introducing new and improving existing processes and methodologies
Process tasks created by other departments in the 2nd Line JIRA board (ESCAL8SUPP)
Escalate critical and complicated issues to senior 2nd Line Team
Monitor alerts (registry health, fatal errors, DevOps alerts, etc.) and flag issues to relevant teams
Manage 1st line’s expectations in regard to escalated issues
Assess, process, and relay 1st line’s pains and struggles to the Dev team, translating the impact accurately
Filter information received from the 1st line and translate only the necessary to the Dev team
Translate information from the Dev team to the 1st line in a clear, timely, and comprehensive manner

Bachelor’s degree in Information Technology, or a related IT field
Advanced written and spoken English
Basic knowledge of DNS
Basic proficiency in Linux (certification such as RedHat or Linux Foundation is a plus)
Basic knowledge of MySQL
Familiarity with email systems, logs, and scripting fundamentals
Ability to troubleshoot technical issues and interpret system behaviour
Strong customer-focused attitude with a willingness to support internal and external users
Clear, structured, and transparent communication style
Action-oriented with a proactive approach to problem-solving
Strong sense of ownership and responsibility

100% Remote Work: Work from anywhere in the world
we’re a fully remote company with no mandatory office presence.
Paid Time Off & Sick Leave: We encourage rest and recovery — take time to recharge when needed.
Quarterly & Annual Reviews: Transparent performance conversations with space to grow, learn, and progress.
Global Team Culture: Collaborate with open-minded colleagues from over 25 countries
we value diversity and inclusion.
Regular Online & Offline Events: Virtual coffee breaks, online games, meetups, and company gatherings to keep our connections strong.
Learning & Growth Opportunities: Internal workshops, cross-team projects, and knowledge-sharing sessions to keep developing your skills.
Modern Remote Workplace: We’re proud to be an ISO 27001-certified organization, ensuring high standards of security and professionalism in everything we do.
Tools That Empower You: We provide access to top collaboration tools and platforms that make remote teamwork efficient and enjoyable.
Supportive Environment: A culture that values trust, transparency, and wellbeing, we believe happy people build better products.

Junior 2nd Line Support Engineer – Shifts: including nights & weekends

Key skills