[Hiring] Technical Customer Support Specialist @Adoreal

Role Description

As we grow across Europe, we are seeking a Production Support Specialist to help ensure stability, transparency, and seamless coordination between our support, product, and engineering teams. You’ll be the first line of deep-dive technical investigation, working cross-functionally to maintain operational excellence and deliver high-quality support experiences to our partners.

Responsibilities

• Database Proficiency:
  • Strong working knowledge of relational databases, specifically SQL Server and PostgreSQL.
  • Capable of writing and optimizing queries for diagnostics, debugging, and data validation.
• Log Aggregation & Monitoring Tools:
  • Experience using Datadog is a strong advantage (our primary observability tool).
  • Familiarity with any similar platforms (e.g., Splunk, ELK, New Relic) is acceptable.
• Application Debugging & Root Cause Analysis:
  • Ability to read and run application code, even without full-stack developer experience.
  • Strong analytical thinking to independently investigate issues and trace them to their root causes.
• Version Control:
  • Proficiency with Git and understanding of common workflows (e.g., branching, pull requests).
  • Ability to navigate codebases to support investigations.
• Cloud & DevOps Exposure:
  • Practical experience with cloud environments such as AWS, Azure, or GCP.
  • Understanding of basic DevOps practices, deployment pipelines, and service configurations.
• Incident Management:
  • Skilled in creating, managing, and prioritizing production incident tickets.
  • Experience in alerting and coordinating emergency response.
  • Capable of coordinating resolution efforts across teams and maintaining timelines.
• Communication & Coordination:
  • Excellent written communication is essential for maintaining transparency with stakeholders.
  • Must know when to escalate issues to the engineering team and how to do so effectively.
  • Should confidently act as the bridge between frontline support and engineering.
• Documentation & Knowledge Sharing:
  • Responsible for creating and updating SOPs, runbooks, and entries in our internal wiki or knowledge base.
  • Ensures documentation remains current and actionable for both support and engineering teams.

Qualifications

• 3+ years of experience in a technical support, DevOps, or infrastructure-focused role.
• Strong SQL skills with hands-on experience using PostgreSQL and/or SQL Server.
• Practical experience with cloud platforms (AWS, Azure, or GCP) and basic DevOps pipelines.
• Proficiency with Git and navigating large codebases.
• Excellent written communication skills in English; confident in cross-team coordination.
• Experience with Datadog or similar observability tools.
• Ability to read and debug application code (any language); strong analytical and root cause investigation skills.
• Strong verbal and written communications skills in English (C1).

Benefits

• Joining Adoreal means becoming part of a high-performing, ambitious team that works hard and achieves extraordinary results.
• Every employee receives equity, aligning us all in our shared success.
• Promotions and growth opportunities are limitless, driven only by your performance and dedication to our core principles.