L1 Technical Support Specialist (UA Private Entrepreneur Only)

Company Overview: 

Brightfin is an enterprise SaaS software company that provides complete visibility and control over IT spend. With a suite of solutions that cover IT Financial Management (ITFM), Telecom Expense Management (TEM), Managed Mobility Services (MMS), FInOps, Cloud, and AI spend, Brightfin brings "Total Spend Intelligence" to CIOs, CFOs, IT, Finance, and procurement teams so they can better forecast, manage, optimize costs, and redirect wasteful spend to strategic priorities. Brightfin was the first ServiceNow partner to provide a natively accessible cost optimization application built into the ServiceNow platform

Job Summary: The role of a L1 Technical Support Engineer involves providing technical support to clients, diagnosing and resolving complex technical issues, managing inquiries efficiently, and ensuring high levels of customer satisfaction. As skills and knowledge increase, growth to L2 Technical Support Specialist roles and beyond, into more technical roles within the organization, can be anticipated.

Essential Functions / Duties / Responsibilities:

 Incident Management:

• Review and prioritize incoming incidents in your queue based on urgency and complexity
• Ensure timely and efficient resolution of technical issues within standard timeframes
• Track the progress of each ticket and provide regular updates on status to internal and external stakeholders

Technical Issue Diagnosis:

• Identify root causes of problems and implement solutions or workarounds as necessary
• Collaborate with key technical leaders to gain an understanding of the platform and applications

Documentation and Knowledge Management:

• Update and maintain internal knowledge base and documentation to reflect new solutions, common issues, and best practices

Collaboration with Team Members:

• Collaborate with other technical support agents and internal teams to resolve complex issues and share knowledge
• Escalate unresolved or particularly challenging tickets

Quality Assurance:

• Ensure that all issue resolutions meet the requirements

Own Projects:

• Find parts of the product or processes that can be improved. Formulate the problem, take ownership of the resolution or escalate it to the appropriate department, and manage the process to ensure effective resolution

Efficient Time Management: 

• Accurately track time spent on each ticket and technical issue to ensure efficient use of resources and adherence to service level agreements (SLAs)

Minimum Qualifications:

• High School Diploma or GED, minimally required
• 1+ year of experience preferred
• ITIL or ServiceNow certification is encouraged

Required Knowledge/Skills/Abilities: 

• Experience in SaaS Product support or ServiceNow
• Desire to become more familiar with ServiceNow
• Excellent verbal and written communication skills
• Service and customer-oriented mindset
• Demonstrated ability to troubleshoot technical issues and strong problem-solving skills generally
• Working knowledge of the components in a web application stack
• Ability to articulate technical subject matter in a clear and easy-to-understand
• Excellent client-facing skills
• Excellent team player, self-managed and self-motivated
• Mature and professional demeanor, attitude, and approach

Shift: Monday–Friday, US working hours (8am–5pm EST; 3PM - 11:59 PM Kyiv time), with a 1-hour break.

What We Offer:

• Medical insurance — after successful completion of the probationary period.
• Equipment — we set up everything you need to work comfortably from home.
• Full FOP administration — we handle all administrative matters related to your business entity.
• Unlimited paid time off — coordinated with your team; we trust you to manage your time responsibly. Shift changes are subject to Lead/Manager approval, provided they do not negatively impact team continuity.
• Annual salary review — based on performance review outcomes.
• Parental leave — we support you through every stage of life.
• Comfortable remote setup — we care about your day-to-day work experience.

Location: Remote, Ukraine Private Entrepreneur

Physical Requirements: Prolonged periods of sitting at a desk and working on a computer

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

brightfin is an equal opportunity employer. The company will consider all qualified applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran or military status, age, genetic information or other characteristics protected by federal, state, or local applicable law. Candidates are subject to a background check.  All employees must adhere to brightfin’s Information Security and Privacy policies and procedures.