IT Support Engineer

IConduct is a global iPaaS company. Our zero-code integration and workflow-automation platform connects CRMs, ERPs, databases, files, and web services (Salesforce, NetSuite, SAP, Dynamics 365, Priority, SQL Server, and more) and keeps them in sync on a schedule, without writing code.

• 130+ connectors, including new AI connectors (Claude, MCP)
• Runs in the cloud, on-premises, or hybrid, on AWS
• Our Ukrainian team has worked since 2016: 16 professionals serving customers worldwide
• Product stack: ASP.NET, JavaScript, MVC, SignalR, relational databases, microservices

You will be the first line of support for IConduct customers. You triage tickets and chats, resolve common issues yourself, and hand complex cases to L2, R&D, and Delivery with a clean, complete escalation.

Responsibilities:

• Provide Tier 1 technical support via tickets, chats, and web conferences; respond within SLA and keep customers updated until the ticket is resolved.
• Troubleshoot common platform issues: failed connections, authentication errors, scheduler problems, failed transactions, and schema mapping errors.
• Find the root cause of failed interface runs using execution reports, transaction logs, and the Audit Trail.
• Manage user accounts, roles, and API token resets on customer request.
• Assist with installing and checking iConduct Cloud Agents on customer infrastructure, with L2 guidance.
• Escalate to L2, R&D, or Delivery with clear reproduction steps; follow the escalation path and phone escalation windows for P0/P1 incidents.

Requirements:

• 1+ year in technical support, helpdesk, or customer success for a SaaS or B2B software product.
• English at Upper-Intermediate (B2) or higher, written and spoken.
• Basic SQL: SELECT queries with WHERE, JOIN, and GROUP BY (MS SQL, MySQL, Oracle, or PostgreSQL).
• Practical understanding of REST/SOAP APIs, JSON/XML, and authentication (API keys, OAuth); hands-on with Postman.
• Comfortable reading logs, config files, and error messages, and narrowing a problem down step by step.
• Experience with a ticketing system.
• Clear, calm communication with customers under time pressure.
• Organised and reliable: you keep tickets updated and never let one go quiet.

We consider a plus:

• Hands-on experience with an integration/ETL platform (iConduct, Boomi, MuleSoft, Workato, Zapier, or similar).
• Familiarity with CRM/ERP systems: Salesforce, NetSuite, Dynamics 365, SAP, Priority.
• Basic Windows Server administration, on-prem or in Azure/AWS.
• Basic FTP/SFTP and file formats (CSV, Excel, XML).
• Basic C#/.NET or Python.
• Experience with Intercom, Zoho Desk, or other live-chat support tools.
• Degree in Computer Science or a related field.

We offer:

• A collaborative and innovative work environment.
• Opportunities for professional growth and learning in the fast-evolving iPaaS domain.
• Exposure to diverse technical challenges and the chance to work with industry-leading technologies.
• Fully remote work with fixed working hours.
• 20 working days of paid vacation per year, plus paid sick leave.
• A small team of experts where your ideas on process and tooling are heard and used.

If you are passionate about integrating technology to solve real-world problems and have the skills and experience we are looking for, we encourage you to apply and join our dynamic team.

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