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Fulcrum is looking for L2 Tech Support with Upper-intermediate-level English and outstanding communication skills for our Buff team!

About Fulcrum: We’re a team of tech-savvy, creative & passionate IT professionals. We’ve created a vibrant and performance-driven culture for ourselves where everyone is free to think & act outside the box. There are literally no limits to what you can do here, as long as we WOW our clients and OVER deliver what we promise.

 

About the project: Buff — is a popular loyalty platform for gamers. It rewards gamers for playing. You can’t lose — you still play in your favorite games, but you can earn coins and buy real items. The app has its own coin economy, reward system, and marketplace. Started as an MVP, today BUFF is a real market player with millions of users and hundreds of transactions every day. Link to the case study - https://fulcrum.rocks/buff-case.

In this position, you will be:

• Acting as an escalation point for L1 Customer Support, resolving non-standard user tickets via the Jira-Zendesk integration, relating to technical problems with the Buff desktop/mobile app;

• Collecting and maintaining information on current problems from QA, solutions to technical issues from the Dev team, establishing resolution time and deadlines for CS-related fixes;

• Participating in bugfix prioritization according to Zendesk ticket volume;

• Managing and expanding the product knowledgebase, writing predefined responses for L1 Customer Support;

• Participating in the monitoring of product health, informing responsible persons (for fixes) and CS (for announcements) if critical incidents occur;

• Collecting requirements for new features in the internal Admin Panel tool.

What we offer:

• Flexible schedule and opportunity to work remotely;

• Cozy office with beautiful panoramic view at KPI park;

• Opportunity to boost your professional & personal growth;

• Every employee has an education budget of 500$ per personal year;

• Regular team gathering activities;

• Friendly & open team who has fun creating cool projects together;

• Professional English courses;

• Medical insurance full coverage;

• Finance and legal support;

• Opportunity to be an interviewer, mentor, or take part in the pre-sale process and get.

How we operate:

• We promise dramatic professional growth & interesting work;

• Bring ideas that will change how Fulcrum operates, and you will receive our gratitude and rewards;

• Your opinion matters. Fulcrum is not a typical ‘bureaucratic company our employees are our core value;

• Your compensations grow with your responsibility zone

• If something doesn’t go smoothly or can be simplified, just let us know — you are welcome to do so;

• You have a say in everything we do, starting from the roadmap, creating requirements, sprint planning, etc.

• 1+ yrs experience in Customer Support, Technical Support, QA, System Administration or Server Support;

• Experience with Atlassian Jira/Confluence;

• Analytical skills, ability to discover and resolve novel technical problems within a product.

Will be a plus:

• js or java basics;

• Experience with Linux (Bash);

• Familiarity with Kubernetes, Grafana, and Elastic with a focus on logs.

If you want to join us - don’t hesitate & send us your CV!

LET’S MOVE THE WORLD TOGETHER!