We are seeking an experienced User Support Lead to join client’s fully remote team in Ukraine. The ideal candidate will take ownership of ensuring smooth, uninterrupted operation of our products and services while driving excellence in customer support processes. This role requires strong technical awareness, communication skills, and the ability to perform effectively in a 24/7 environment serving global clients.
Details
Location: Ukraine (Full Remote)
Employment Type: B2B Contract
Start Date: ASAP
Language Requirements: English B2+ or higher
Key Responsibilities
Provide effective and timely technical support to ensure continuous product and service uptime.
Handle, investigate, and resolve incidents and service requests across multiple systems and platforms.
Monitor performance indicators, identify issues proactively, and ensure service-level objectives are met.
Collaborate with internal engineering and product teams to escalate and resolve complex technical problems.
Document technical solutions, maintain knowledge base articles, and participate in continuous process improvement.
Lead by example — ensuring service quality, client satisfaction, and team efficiency remain consistently high.
Requirements
5+ years of experience in technical support or a related IT role.
Strong responsibility, reliability, and attention to detail.
Excellent analytical and communication skills, with the ability to work under pressure.
English level B2+ (both written and spoken).
Understanding of trading systems or financial platforms is a strong plus.
Theoretical knowledge of IT service management frameworks (e.g., ITIL).
Proven track record of professional achievements in support leadership or customer service excellence.
Preferred Qualifications
Experience in one or more of the following IT areas:
System and network administration
Database administration
Software testing
Software development
Prior experience in 24/7 support environments or high-availability systems.
Working Conditions
Shift-based schedule supporting a 24/7/365 global operation.
Fully remote position within Ukraine.
Competitive salary with performance-based growth opportunities.
Standard social package and a supportive, professional work environment.