Support Shift Lead

Team in UA is seeking a Support Shift Lead to manage technical support operations for DSC Video, a live sports streaming platform. This role involves leading a shift team, ensuring seamless live operations, and serving as a bridge between support, engineering, and customers in a fast-paced, high-stakes environment.

• Lead and coordinate a shift on the 24/7 support team, managing workload distribution and ticket allocation
• Own shift transitions, ensuring comprehensive handovers so no open issues are lost between shifts
• Provide first and second-line technical support to customers, including troubleshooting live streaming issues and answering integration questions
• Escalate complex technical issues appropriately and track them through to resolution
• Communicate proactively with customers during live events and incidents
• Provide feedback to the Support Manager on team performance, process improvements, and training needs
• Collaborate with engineering teams to surface feature requests, operational pain points, and recurring technical issues
• Document incidents, resolutions, and emerging patterns to improve team knowledge and response times

Required:

• 3+ years experience in technical support
• Strong troubleshooting skills and comfort with technical concepts (APIs, streaming protocols, integrations)
• Excellent written and verbal communication skills
• Ability to stay calm and decisive under pressure during live events
• Highly organised with strong attention to detail, particularly around handovers and documentation

Nice to Have:

• Previous experience leading or coordinating a team, even informally
• Experience with ticketing systems and support tooling
• Comfortable working rotating shifts as part of a 24/7 operation

Full-time position based in Lviv office. Fixed shift schedule required to ensure 24/7 coverage. Role involves working rotating shifts and being available during live sports events and incidents.