Technical Support Specialist - L3 Product Support

About the Company:

We are an international product-driven IT company developing software solutions for the healthcare industry, specifically a Laboratory Information System (LIS). Our product is used by laboratories and medical organizations worldwide.

We are looking for an experienced Technical Support Specialist who will act as a key link between users, the product, and the development team. This role combines all levels of support with a strong focus on deep technical diagnostics and analysis — effectively an L3 product support position.

Responsibilities

• Handle and analyze incoming requests from customers and internal users.
• Diagnose complex incidents, including analysis of logs, metrics, and inter-component dependencies.
• Work with monitoring and messaging systems such as Elastic / Kibana and RabbitMQ.
• Identify root causes of issues that may span multiple product modules.
• Provide technical consultations and solutions to customers.
• Collaborate closely with the development team: participate in bug tracking, testing, and release processes.
• Escalate complex cases and oversee their resolution.
• Work with APIs using Postman.

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• Execute SQL queries for data analysis and issue investigation.
• Document incidents, solutions, and standard support scenarios.

Requirements

• 3+ years of experience in technical support, application support, or production support.
• Strong English proficiency (B2–C1) — both written and spoken — required for interviews and daily work.
• Strong Russian proficiency (B2–C1) — both written and spoken — required for interviews and daily work.
• Solid understanding of monitoring and logging systems, including:
• Elastic / Kibana
• RabbitMQ
• Strong analytical mindset and ability to understand complex system interactions.
• Hands-on experience working with APIs (Postman).

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• Good SQL knowledge for data analysis and troubleshooting.
• Basic understanding of software testing processes and the SDLC.
• High level of ownership and independence.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Excellent communication skills and stress resistance.

What We Offer

• Fully remote work format.
• Five-day workweek aligned with the New York time zone (UTC-5).
• Willingness to switch to rotational shifts when required.
• International team and the opportunity to work on a meaningful healthcare product.
• Collaboration with a strong, technically skilled development team.
• Structured onboarding, support, and training.
• Paid vacation and sick leave.
• Long-term cooperation.