1st line Support Specialist

Coinspaid Dev is the engineering brand behind the technology, infrastructure, and R&D expertise built within Coinspaid. With more than 120 engineers and over 11 years of industry experience, Coinspaid Dev brings together software engineering, infrastructure, security and R&D teams with experience building distributed systems and blockchain infrastructure operating across more than 20 blockchain networks.

Coinspaid Dev emerges as an independent engineering brand with a straightforward mission: to advance blockchain infrastructure engineering and contribute practical expertise back to the industry. The structure is new. The experience behind it is not.

Our Cryptocurrency Processing team is looking for highly motivated, proactive, and goal-oriented professionals who are eager to contribute their ideas, collaborate with like-minded colleagues, and continuously develop their knowledge and expertise.

We are looking for candidates who can think quickly, communicate effectively, and work independently while maintaining a high level of organization and responsibility.

During the probation period, the working schedule will be Monday to Friday, from 07:00 to 16:00 UTC. Following the successful completion of the probation period, the schedule will transition to alternating 12-hour day and night shifts on a 2/2 rotation, from 05:00 to 17:00 UTC and from 17:00 to 05:00 UTC.

Responsibilities:

• Provide technical and organizational support to clients throughout the integration process and following the launch of the service.

• Escalate complex technical issues to the L2 Support team and Development teams, ensuring their timely investigation and resolution.

• Communicate with clients through voice calls, tickets, chats, and other business communication channels.

• Handle and resolve requests from internal stakeholders and employees across different departments.

• Collect, structure, and communicate client feedback to relevant customer-facing and product teams.

• Conduct product demonstrations and provide clients with comprehensive information about available features and functionality.

• Manage user access and permissions, including granting access and assigning appropriate roles to merchants and internal employees.

• Ensure compliance with applicable legal and regulatory requirements, recognizing the high level of responsibility associated with working in a regulated industry.

Requirements:

• Have at least one year of experience in a Technical Support Engineer, Senior Customer Support Engineer, or similar role.

• Demonstrate strong written and verbal communication skills in both English (B2 level or higher) and Russian.

• Possess a solid understanding of software development principles and processes.

• Demonstrate strong analytical, troubleshooting, and problem-solving skills.

• Exhibit strong organizational and reporting skills, with a high level of attention to detail.

• Have experience working with log analysis, monitoring, and analytics tools, such as Kibana, Grafana, and Zabbix.

• Have experience using CRM systems, such as Salesforce, as part of daily operational workflows.

• Possess practical experience with API testing and related tools, such as Postman.

Nice to have:

• Demonstrate open-mindedness, adaptability, and a constructive approach to receiving and acting upon feedback.

• Take initiative and work effectively both independently and as part of a collaborative team environment.

• Possess hands-on experience working within the IT, FinTech, Gambling, and/or Crypto industries.

• Demonstrate a solid understanding of the cryptocurrency industry and ecosystem, or a genuine interest and willingness to develop expertise in the field.

• Possess working knowledge of Atlassian products, including Jira and Confluence.