Customer Support Expert | Middle

What we're building

Customer Support Expert | Middle is about investigating issues, finding their root causes, and making sure information moves clearly between users, support, and the product team.

This role suits someone who is comfortable working with technical cases, can structure incomplete information, and is ready to take ownership of a problem until there is a clear next step or resolution.

What we're looking for

Core Requirements

- Fluent Russian and English (B2+)
- Experience in customer or technical support
- Confidence investigating complex cases with incomplete information
- Strong computer literacy and comfort with digital tools
- Ability to explain technical issues clearly to users and colleagues
- Experience with Intercom or similar helpdesk tools

Nice-to-have

- Structured, analytical approach to problem-solving, with an eye for distinguishing one-off cases from systemic issues
- Confidence communicating with product and technical teams
- Ability to juggle priorities and switch between operational and project work
- A calm, responsible approach during incidents
- Experience with VPN products, networking, SaaS, or technical troubleshooting

What you'll be doing

Complex ticket handling

- Investigate complex cases escalated by first-line support
- Diagnose product, account, payment, and connectivity issues
- Reproduce and document issues, collecting the information needed for further investigation
- Own each case through to a solution, workaround, or clear next step

Project work

- Analyze recurring issues and improve processes, documentation, and product flows
- Write and update internal guides, troubleshooting docs, and escalation procedures
- Test new workflows, tools, automations, and product changes

Product & support communication

- Act as the link between support and product teams
- Consolidate user feedback into clear, actionable reports with context and impact
- Pass product updates and handling instructions back to first-line support

Incident response & On-Call

- Join the on-call rotation for product incidents
- Assess incoming reports and gauge scale and user impact
- Coordinate communication and keep the support team updated

What we offer

🌍 Work from anywhere — fully remote (except Russia, Belarus, China, Syria, Iran, Yemen, North Korea, and some other regions).
🗓️ Flexible 5-day week — start when it suits you; loosely aligned to CET.
💻 Full home-office setup — all the equipment you need, on us.
🌴 40 flexible paid days off + paid sick leave.
❤️ Benefits — VHI, wellness, language courses, mental health support and a referral program.
📈 Room to grow — annual development budget + in-person team meet-ups.

Stages

📝 Take-Home
👋 Welcome Call
🛠️ Technical Call
🤝 Pre-Offer Call