📍 Job Overview

Job Title: Technical Support Engineer (L1 & L2)
Company: Syrve
Location: Yerevan, Armenia
Job Type: Full-Time (Remote)
Category: Technical Support Engineer
Date Posted: 2025-06-24
Experience Level: Mid-Level (2-5 years)
Remote Status: Remote OK

🚀 Role Summary

📝 Enhancement Note: This role combines technical support and product management responsibilities, focusing on restaurant and retail automation and POS systems. It requires strong communication skills and the ability to manage multiple projects and deadlines.
Serve as the first point of contact for technical inquiries, managing product backlogs, and supporting local implementation teams.
Communicate complex technical concepts clearly to both technical and non-technical audiences.
Oversee the product roadmap and manage the development backlog in collaboration with the product team.
Work closely with local implementation teams to ensure seamless delivery of product updates and features to end-users.

💻 Primary Responsibilities

📝 Enhancement Note: This role involves a mix of customer-facing support, internal team collaboration, and product management tasks. It requires strong organizational skills and the ability to manage multiple priorities effectively.
📝 Enhancement Note: The role requires proficiency in multiple operating systems, including Windows and macOS, as well as effective time-management skills to meet realistic deadlines.
Communicate complex technical concepts in clear, simple language to both technical and non-technical audiences.
Maintain ongoing communication with clients, ensuring issues are addressed even when challenges arise.
Oversee the product roadmap and manage the development backlog in collaboration with the product team.
Work closely with local implementation teams to ensure seamless delivery of product updates and features to end-users.
Document technical support interactions thoroughly, including issue details, resolution steps, timelines, and stakeholders involved.
Serve as the first point of contact for technical inquiries and system-related issues from clients and internal teams.

🎓 Skills & Qualifications

Education: A bachelor's degree in Computer Science or a related field is a plus.

Experience: 1-3 years of experience in a customer-facing technical support or product-related role.

Required Skills:

Prior experience in restaurant or retail automation, with a strong understanding of POS (Point of Sale) systems.
Excellent written and verbal communication skills, with the ability to interact professionally with clients and internal stakeholders.
Strong organizational skills, with the ability to manage multiple tasks, projects, and deadlines efficiently.
Proficiency with multiple operating systems, including Windows and macOS.
Effective time-management skills and the ability to set and meet realistic deadlines.
Fluency in English, both spoken and written.

Preferred Skills:

Familiarity with Agile methodologies and project management tools.
Experience with customer support software and ticketing systems.
Knowledge of restaurant or retail industry-specific software and processes.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong communication skills and the ability to explain complex technical concepts simply.
Showcase experience in managing multiple projects and deadlines efficiently.
Highlight proficiency in multiple operating systems and time-management skills.

Technical Documentation:

Provide examples of thorough documentation of technical support interactions, including issue details, resolution steps, timelines, and stakeholders involved.
Demonstrate experience in managing product backlogs and development roadmaps.
Showcase the ability to collaborate with local implementation teams and ensure seamless product delivery.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified. According to regional market research, the average salary for a Technical Support Engineer in Yerevan, Armenia, is around AMD 400,000 - 600,000 per month (USD 800 - 1,200).

Benefits:

Engaging work environment with highly qualified specialists.
Opportunities for professional development and career growth.
Competitive paid time off and paternity leave.
The chance to work in an international company with a diverse team.
Compensation for the English language course.
Gym membership reimbursement.
Comprehensive health insurance coverage.
Flexible remote work options.

Working Hours: The work schedule is 12PM to 9PM, 6PM to 3AM, or 3AM to 12PM (GMT+4).

🎯 Team & Company Context

🏢 Company Culture

Industry: Syrve specializes in POS and restaurant management software, focusing on the hospitality sector. This role will involve working with clients and internal teams across various industries and time zones.

Company Size: Syrve is an international company with a diverse team, offering opportunities for professional development and career growth.

Founded: Syrve is a comprehensive POS and restaurant management software solution designed to meet the complex and evolving needs of the hospitality sector.

Team Structure:

The Technical Support Engineer will work closely with the product team, local implementation teams, and clients.
This role requires strong collaboration and communication skills to bridge the gap between technical and non-technical stakeholders.

Development Methodology:

The role involves managing product backlogs and development roadmaps, likely using Agile methodologies.
Collaboration with local implementation teams is essential to ensure seamless product delivery.

Company Website: Syrve

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-level position that combines technical support and product management responsibilities. It offers opportunities for professional development and career growth within the company.

Reporting Structure: The Technical Support Engineer will report to the product team and work closely with local implementation teams and clients.

Technical Impact: This role has a significant impact on the user experience and satisfaction of Syrve's clients. It involves managing product backlogs, supporting local implementation teams, and serving as the first point of contact for technical inquiries.

Growth Opportunities:

Opportunities for professional development and career growth within the company.
The chance to work in an international company with a diverse team, exposing the candidate to various industries and cultures.
The role offers the potential to develop skills in product management, technical support, and client communication.

🌐 Work Environment

Office Type: Syrve offers a flexible remote work environment, allowing employees to work from anywhere with an internet connection.

Office Location(s): The company has offices in Yerevan, Armenia, but this role can be performed remotely from anywhere in the world.

Workspace Context:

The remote work environment requires strong self-motivation, time-management skills, and the ability to work independently.
Collaboration with local implementation teams and clients may require adjusting working hours to accommodate different time zones.

Work Schedule: The work schedule is 12PM to 9PM, 6PM to 3AM, or 3AM to 12PM (GMT+4), with the option to work flexible hours within these time frames.

📄 Application & Technical Interview Process

Interview Process:

Technical Assessment: Demonstrate strong communication skills and the ability to explain complex technical concepts simply. Showcase experience in managing multiple projects and deadlines efficiently. Highlight proficiency in multiple operating systems and time-management skills.
Client Interaction Simulation: Role-play scenarios involving client interactions, demonstrating the ability to maintain ongoing communication and address technical issues effectively.
Product Management Exercise: Participate in a product management exercise, showcasing the ability to manage product backlogs and development roadmaps.
Final Interview: Discuss career goals, expectations, and fit with the company culture.

Portfolio Review Tips:

Highlight strong communication skills and the ability to explain complex technical concepts simply.
Showcase experience in managing multiple projects and deadlines efficiently.
Demonstrate proficiency in multiple operating systems and time-management skills.
Provide examples of thorough documentation of technical support interactions, including issue details, resolution steps, timelines, and stakeholders involved.

Technical Challenge Preparation:

Brush up on technical support skills, focusing on communication, problem-solving, and time-management.
Familiarize yourself with the restaurant and retail automation industry, as well as POS systems.
Prepare for client interaction simulations by practicing active listening and effective communication strategies.

ATS Keywords: Technical Support, POS Systems, Communication Skills, Time Management, Organizational Skills, Windows, macOS, Customer Service, Problem Solving, Documentation, Project Management, Team Collaboration, Client Interaction, Technical Concepts, Implementation Support, Backlog Management, Agile Methodologies, Product Management, Customer Support Software, Ticketing Systems, Restaurant Industry, Retail Industry.

🛠 Technology Stack & Web Infrastructure

Required Technologies:

Proficiency in multiple operating systems, including Windows and macOS.
Familiarity with customer support software and ticketing systems.
Knowledge of restaurant or retail industry-specific software and processes.

Preferred Technologies:

Familiarity with Agile methodologies and project management tools.
Experience with customer support software and ticketing systems.

👥 Team Culture & Values

Web Development Values:

Strong communication skills and the ability to explain complex technical concepts simply.
Effective time-management skills and the ability to set and meet realistic deadlines.
A customer-focused mindset, prioritizing user experience and satisfaction.
The ability to work independently and in a remote work environment.

Collaboration Style:

Strong collaboration and communication skills are essential for working with local implementation teams, clients, and internal stakeholders.
The role requires the ability to bridge the gap between technical and non-technical stakeholders, ensuring that complex technical concepts are communicated clearly and effectively.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing multiple projects and deadlines efficiently in a remote work environment.
Communicating complex technical concepts clearly to both technical and non-technical audiences.
Working with clients and internal teams across various industries and time zones.

Learning & Development Opportunities:

Opportunities for professional development and career growth within the company.
The chance to work in an international company with a diverse team, exposing the candidate to various industries and cultures.
The role offers the potential to develop skills in product management, technical support, and client communication.

💡 Interview Preparation

Technical Questions:

How would you explain a complex technical concept to a non-technical user?
Describe a time when you had to manage multiple projects and deadlines efficiently. How did you prioritize your tasks, and what was the outcome?
How do you approach problem-solving in a customer support scenario? Can you walk me through your process?

Company & Culture Questions:

How do you stay organized and manage your time effectively in a remote work environment?
Describe a time when you had to communicate complex technical concepts to a non-technical audience. How did you ensure that your message was understood?
How do you approach working with clients and internal teams across various industries and time zones?

Portfolio Presentation Strategy:

Highlight strong communication skills and the ability to explain complex technical concepts simply.
Showcase experience in managing multiple projects and deadlines efficiently.
Demonstrate proficiency in multiple operating systems and time-management skills.
Provide examples of thorough documentation of technical support interactions, including issue details, resolution steps, timelines, and stakeholders involved.

📌 Application Steps

To apply for this Technical Support Engineer (L1 & L2) position:

Submit your application through the Syrve careers page.
Tailor your resume and portfolio to highlight strong communication skills, experience in managing multiple projects and deadlines, proficiency in multiple operating systems, and time-management skills.
Prepare for the technical assessment, client interaction simulation, product management exercise, and final interview by brushing up on your technical support skills, familiarizing yourself with the restaurant and retail automation industry, and practicing effective communication strategies.
Research Syrve's company culture, values, and mission to ensure a strong fit with the organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Engineer (L1 & L2)