Intern Technical Support

FRACTAL is seeking a motivated technical support intern to handle user requests via Jira Service Management, work with large data volumes, and perform basic technical tasks. The role is fully remote with flexible hours.

• Process user requests through the Jira Service Management ticket system in a timely and quality manner
• Adhere to internal SLAs and service standards
• Correctly document the details of the request and all actions taken by the specialist
• Communicate effectively with clients and colleagues
• Properly escalate cases that require deeper technical expertise
• Keep the internal knowledge base up to date
• Provide feasible assistance when working with the services maintained by the department

• Ability to work with tables, technical documentation, and instructions
• Skills in reading and writing both user and technical documentation
• Basic understanding of terms: API, integrations, configuration, authorization, user data
• Ability to work with large volumes of data
• Advanced PC user level
• Experience with support systems (Jira Service Management, Zendesk, etc.) is a plus
• Understanding of how products, services, and systems work and their key functions
• Basic technical knowledge (user setup, integrations, diagnosing typical errors)
• Skills in log collection and initial analysis of technical information
• Knowledge of English and/or Bulgarian is a plus
• Clear, structured, and friendly communication
• Ability to explain complex things in simple words
• Stress resistance and ability to work effectively at a fast pace
• Analytical thinking and attention to detail
• High responsibility and systematic approach to ticket handling
• Customer orientation and ability to remain calm in conflict situations
• Willingness to learn quickly and adapt to product changes
• Experience and desire to work with people

• Flexible work schedule
• Fully remote or office work (Odesa, Kyiv, Kharkiv, Cherkasy) with autonomous offices during power outages
• Paid vacation — 18 working days, 8 paid sick days per year without certificates, 11 public holidays, and a Self Care Day
• 50% compensation for professional training: courses, trainings, webinars, etc.
• Additional paid days off for certain life circumstances
• Transparent Sabbatical policy (1-3 months long vacation)
• Learning and development opportunities with mentorship throughout the probation period
• Corporate discounts on food, entertainment, household services, tech, education, books, health, sports, and financial services
• Financial assistance in difficult life situations and gifts for professional and corporate events
• Fast decision-making and idea testing — no excessive bureaucracy or micromanagement
• Industry events and chats for experience exchange within the group of companies
• Team events to support each other even in difficult times
• Family access to the corporate library app 'KUKA' with over 10,000 licensed e-books, audiobooks, magazines, and podcasts
• Clear stance and concrete actions for victory: over $4,000,000 allocated for military and humanitarian aid since the full-scale invasion