Customer Support Specialit

Location: Remote (Serbia)
Position Type: Full time

We’re looking for a Support Specialist to join Genestack and help clients get the most out of their bioinformatics software. You’ll be the go-to person for client issues, working closely with Product and Engineering teams to make sure problems are solved quickly and clearly.

What this role is about:
You’ll be part of the ODM Court Team, supporting clients directly while making sure internal teams have all the info they need. From handling day-to-day support requests to helping shape new features, your work will make a real impact on the product and our clients’ experience.

What you’ll do:

• Handle Tier 1 support: respond to client requests, investigate issues, guide users.

• Collaborate with Engineering for Tier 2 & 3 issues: prepare, document, and escalate problems.

• Support Product team for Tier 4: process feature requests, suggest priorities, turn requests into clear user stories.

• Join client meetings when needed to assist your team.

• Contribute to product documentation and help improve processes.

What we’re looking for:

• 4+ years in IT or technical support

• Experience working directly with clients

• Strong English (C1)

• Comfortable with Unix-like systems, Git/GitHub, REST APIs

• Experience with logs, monitoring & alerting tools (Grafana, Kibana)

• Helpdesk platform experience (e.g., Jira Helpdesk)

• Ability to automate routine tasks, Python or another programming language

• SQL knowledge (writing & running queries)

Nice to have:

• SQL & NoSQL databases

• Basic Kubernetes knowledge

• Troubleshooting Java & Python apps

• OS & network diagnostics (e.g., Nginx)

What we offer:

• Remote role with flexible hours (mandatory overlap 11:00–17:00)

• Private health insurance, 25 days annual leave

• Structured 3-month onboarding & training

• International, friendly team

Ready to jump in?
Apply now or reach out to edina@popcornrecruiters.com if you want to learn more before applying.