Technical Support Agent

DSC Video is a platform-as-a-service partner delivering live streamed sports events globally. Team In UA is seeking Technical Support Agents to join their 24/7 support team in Kyiv, handling inbound customer queries and coordinating with production partners to ensure smooth live event delivery.

• Respond to inbound customer queries via 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

• Strong written and verbal communication skills in English
• Comfortable learning technical concepts and curious about technology
• Organised and detail-oriented, able to manage multiple queries and priorities
• Calm under pressure and able to think clearly during live events
• Reliable and punctual for shift-based work
• Comfortable working rotating shifts including nights and weekends as part of 24/7 operation
• Team player who communicates openly and supports colleagues
• Nice to Have: Previous customer support, technical support, or help desk experience; familiarity with live streaming or sports broadcasting; exposure to ticketing systems or CRMs; basic understanding of APIs or streaming protocols

Schedule: Rotating shifts as part of 24/7 operation, including nights and weekends

Location: Kyiv

What You'll Learn: How live streaming platforms work at scale, technical troubleshooting across video delivery and APIs, incident management and escalation in live operations, working effectively in a fast-paced globally distributed team