Middle Support Engineer

Summary

Join HomeBuddy, a fast-growing home improvement platform, and become a key member of our team. This full-time, flexible remote position offers first-line support for various third-party tools and internal systems. You will monitor product status, handle incidents, administer access control, automate tasks, and collaborate with the DevOps and CRM teams. The role requires 2-3 years of technical support experience, proficiency in Google Workspace and Atlassian tools, and basic programming and database knowledge. HomeBuddy provides a positive work environment, flexible schedule, paid time off, work equipment allowance, competitive compensation, and professional development opportunities.

Requirements

• 2-3 years of experience in technical support or IT service desk (L2)
• Proficiency in administering Google Workspace, Jira, Slack, and other related services
• Hands-on experience in automating processes and services
• Basic knowledge of programming languages (e.g., Python, JavaScript, or similar)
• Basic understanding of databases and SQL queries
• Familiarity with API technologies and tools like Postman
• Familiarity with the basic principles of access control and information security
• Strong communication skills and the ability to work effectively in a team environment
• A very good level of English, at least upper-intermediate

Responsibilities

• Providing first-line support for third-party tools like Google Workspace, Atlassian Suite, Miro, Slack and other
• Supporting our product by monitoring its status, participating in incident handling, and preparing initial analyses for QA and development teams
• Administering and troubleshooting access control and service-related issues
• Automating routine support tasks and services to enhance efficiency
• Be part of CRM team to handle API-related issues and create integration with different CRM
• Working closely with the DevOps team as the first line of defence in resolving basic infrastructure issues
• Maintaining and updating the knowledge base with detailed troubleshooting steps and solutions

Preferred Qualifications

• Knowledge of ITIL principles or other IT service management frameworks
• Experience with CRM systems and customer support workflows
• Understanding of web technologies, including HTTP status codes, request/response structures, and common API response types
• Understanding of CI/CD processes and tools like Docker, Jenkins, and Bitbucket
• Familiarity with monitoring tools and practices for maintaining system uptime
• Basic knowledge of network protocols and troubleshooting connectivity issues

Benefits

• Enjoy the freedom to work from anywhere without being tied to one place - while ensuring you are available to our team during the agreed working hours
• Achieve a harmonious work-life balance with a flexible schedule tailored to your local needs, along with paid vacation, sick leave, and local holidays
• Empower yourself with work equipment of your choice partially paid for by HomeBuddy and up-to-date apps and tools to maximise your productivity
• Feel valued and appreciated with an industry-leading compensation package
• Get recognized and rewarded for both outstanding individual efforts leading to extraordinary results and our team success
• Enhance your well-being with our allowance program covering fitness activities and mental health programs
• Learn and expand your knowledge by both working on complex tasks and using paid training opportunities, including courses, events, and conferences