Our teams work closely with clients across the UK, Israel, the US, and Ukraine, providing not only extra hands, but also ideas, structure, and process improvements that help businesses grow.
For this role, you will be working as part of a LimTC team supporting a leading UK-based internet filtering company with a windows-based and android product used by customers internationally.
About the Role
We are looking for an L2 Customer Support Specialist who enjoys troubleshooting, analyzing technical issues, and helping customers resolve escalated cases.
You will join a multinational team spread across the UK, Israel, and Ukraine, working in an agile environment to support and improve a web-based and mobile internet filtering solution.
This role is ideal for someone with strong technical curiosity, good English communication skills, and the ability to work independently while still being part of a supportive team.
This is a customer-facing Application Support role rather than a System Administration position. The role focuses on investigating customer issues, troubleshooting application behavior, and working closely with clients to resolve complex support cases.
??Previous experience supporting SaaS or software products and communicating directly with customers will be considered a strong advantage.
Key Responsibilities
As an L2 Customer Support Specialist, you will: * Receive and handle tickets escalated from L1 Support. * Investigate, troubleshoot, and resolve technical issues within agreed SLAs. * Analyze logs and available data to identify the root cause of problems. * Communicate with clients when additional information is needed to understand the issue. * Manage client expectations with clear and professional communication. * Escalate complex issues when needed, while providing clear findings and context. * Participate in team meetings, planning sessions, and internal discussions. * Proactively assess workload and suggest improvements to processes. * Update and improve the knowledge base as new solutions, product updates, or processes are introduced. * Support training and mentoring of new joiners. * Contribute to a stronger, more efficient support process over time.
Essential Requirements
We are looking for someone who has: * 1+ year of experience in an IT-related role, technical support, system support, helpdesk, or similar. * Intermediate or higher English level, with the ability to communicate clearly with international clients and native speakers. * Strong troubleshooting and analytical skills. * Good knowledge of Windows products and common Windows-related issues is desired. * Experience using logs to investigate and report technical problems. * Basic understanding of IP, certificates, ports, browsers, and connectivity-related issues. * Ability to work with remote access tools such as TeamViewer or similar. * Strong attention to detail. * Self-motivation and the ability to work independently. * A customer-facing mindset and a genuine desire to solve the root cause of an issue. * Ability to suggest and support improvements to internal processes. * Comfort working with complex issues across multiple teams, locations, and business lines. * Previous experience supporting SaaS or software products and communicating directly with customers will be considered a strong advantage.
Desirable Skills
The following experience would be a plus: * Experience with JIRA. * Experience with SQL. * Experience with Amazon Connect. * Experience with Microsoft SDK. * Previous experience supporting SaaS, web-based, mobile, or security-related products.
Working Hours * Monday to Thursday: 20:00 — 04:00 * Friday: 13:00 — 21:00
What We Offer * 100% remote work. * Opportunity to work with talented people from the UK, Israel, and Ukraine. * A chance to apply and grow your IT skills while solving real technical issues. * Experience working with Amazon platforms and international SaaS tools. * Supportive local L1 team. * HR support and regular communication. * Friendly and collaborative team environment. * Paid sick leave. * 18 vacation days per year. * Additional project paid days off. * Volunteer day. * Team activities, HR games, and wellness initiatives such as yoga.
Why Join Us?
This is not just a ticket-handling role. You will be part of a team that investigates real technical problems, improves support processes, contributes to the knowledge base, and helps deliver better service to international customers.
At LimTC, we value people who think, care, take ownership, and want to grow together with the team.
