Technical Support Engineer
Minsk | Office
We Bring a Scientific Approach to Safety and Comfort.
With 30 years in forensics, we help organizations make document authentication and identity verification seem easy.
With 30 years in forensics, we help organizations make document authentication and identity verification seem easy.
We are looking for a proactive and customer-focused Technical Support Engineer to join our team. In this role, you will work directly with B2B clients, helping them resolve technical issues, ensuring smooth product operation, and contributing to continuous product improvement.
What You’ll Do
• Provide professional B2B technical support via Zendesk, email, and remote sessions
• Troubleshoot and resolve issues using tools such as TeamViewer, AnyDesk
• Act as a trusted technical point of contact for clients
• Analyze incidents, collect diagnostic data, and identify root causes
• Reproduce reported issues and document findings in the bug-tracking system
• Collaborate closely with the development team to ensure timely resolution
• Create and maintain technical documentation, FAQs, and Help Center materials
• Perform remote product deployments and deliver user training when needed
What We’re Looking For
• Strong communication skills and customer-oriented mindset
• Basic knowledge of Linux
• Ability to analyze logs and API responses
• Experience troubleshooting JSON-related issues
• Ability to clearly document problems and reproduction steps
• Understanding of SLA principles
• English level: Upper-Intermediate or higher (spoken and written)
• High level of responsibility, attention to detail, and proactivity
• Fast learner with strong problem-solving skills
Nice to Have
• Experience with Slack or Microsoft Teams in structured communication workflows
• Familiarity with Docker
• Experience with Redmine or similar issue-tracking tools
• Higher technical education
• Previous experience in technical support
What You’ll Do
• Provide professional B2B technical support via Zendesk, email, and remote sessions
• Troubleshoot and resolve issues using tools such as TeamViewer, AnyDesk
• Act as a trusted technical point of contact for clients
• Analyze incidents, collect diagnostic data, and identify root causes
• Reproduce reported issues and document findings in the bug-tracking system
• Collaborate closely with the development team to ensure timely resolution
• Create and maintain technical documentation, FAQs, and Help Center materials
• Perform remote product deployments and deliver user training when needed
What We’re Looking For
• Strong communication skills and customer-oriented mindset
• Basic knowledge of Linux
• Ability to analyze logs and API responses
• Experience troubleshooting JSON-related issues
• Ability to clearly document problems and reproduction steps
• Understanding of SLA principles
• English level: Upper-Intermediate or higher (spoken and written)
• High level of responsibility, attention to detail, and proactivity
• Fast learner with strong problem-solving skills
Nice to Have
• Experience with Slack or Microsoft Teams in structured communication workflows
• Familiarity with Docker
• Experience with Redmine or similar issue-tracking tools
• Higher technical education
• Previous experience in technical support
