What are the responsibilities and job description for the Technical Support Representative position at Team In UA?
We're looking for Technical Support Agents to join our 24/7 support team in Kyiv. You'll work alongside a Support Shift Lead, handling inbound customer queries, coordinating with production partners to ensure smooth live event delivery, and serving as the front line for our platform.
This is an excellent opportunity for someone early in their career who is technically curious, a strong communicator, and energised by the fast-paced nature of live events. You'll learn a lot, work on real problems in real time, and play a direct role in keeping live sports on air for viewers around the world.
Responsibilities
- Respond to inbound customer queries via our ticketing system, providing timely and helpful support
- Coordinate with production partners to ensure live events are delivered smoothly and issues are resolved quickly
- Monitor live event delivery and flag issues proactively before they escalate
- Troubleshoot technical issues related to streaming, integrations, and platform access
- Document incidents, resolutions, and useful information for the team knowledge base
- Escalate complex issues to the Support Shift Lead or engineering teams as appropriate
- Participate in shift handovers, ensuring open items are clearly communicated to the incoming team
- Provide feedback on recurring issues, customer pain points, and potential improvements
Requirements
- Strong written and verbal communication skills in English
- Comfortable learning technical concepts - you don't need to be an engineer, but you should be curious and quick to pick things up
- Organised and detail-oriented, able to manage multiple queries and priorities at once
- Calm under pressure and able to think clearly during live events
- Reliable and punctual: shift-based work requires consistency
- Comfortable working rotating shifts as part of a 24/7 operation, including nights and weekends
- Team player who communicates openly and supports colleagues
Nice to Have
- Previous experience in customer support, technical support, or a help desk environment
- Interest in or familiarity with live streaming, video, or sports broadcasting
- Exposure to ticketing systems, CRMs, or support tooling
- Basic understanding of APIs, web technologies, or streaming protocols
What You'll Learn
- How live streaming platforms work at scale
- Technical troubleshooting across video delivery, APIs, and integrations
- Incident management and escalation in a live operations environment
- How to work effectively in a fast-paced, globally distributed team
About DSC Video
DSC Video is a platform-as-a-service partner delivering live streamed sports events from around the world to customers and their end consumers. Our technical support team operates around the clock to ensure seamless delivery of live content across global time zones.
About Team In UA
Team in UA is a software development company specializing in providing product-team-as-a-service to our clients. We merge product-focused development expertise with best practices in outsourced software development to deliver world-class software solutions. We are driven by a deep understanding of our clients' business goals and are passionate about solving business and end-user challenges through technology.