support engineer for online education

Novakid is an English language school for children aged 4–12 that provides remote foreign-language learning based on a European CEFR-aligned teaching program. The company is also an advanced IT company with more than 450 professionals.

• Handle incoming requests and incidents from support agents;
• Investigate, reproduce, and troubleshoot technical issues; resolve them when possible or escalate them to the appropriate team;
• Identify recurring problems and patterns and drive product or process improvements;
• Maintain an internal knowledge base with answers and solutions for the Level 1 Support team;
• Prepare reports and keep teammates informed about technical issues and trends;
• Identify opportunities to reduce repetitive support requests through automation.

• At least 1 year of experience in a similar Level 2 Technical Support role supporting a large user base of 1,000+ users for a widely used product;
• Confidence working with admin panels, billing systems, and back-office tools, with the ability to navigate unfamiliar interfaces and find answers independently;
• English proficiency at B2 level or higher, written and spoken;
• Strong motivation to grow professionally in technical support and develop automation skills;
• Analytical, evidence-driven troubleshooting approach, including checking logs and system data before drawing conclusions;
• Practical experience using AI assistants in daily work, with an interest in prompting and AI-driven support automation;
• Nice to have: experience working in a team environment, experience reading logs from technical systems such as Nginx or Kibana, basic SQL knowledge or experience with BigQuery, Metabase, or similar reporting tools.

• Remote work;
• 40 Hours per week;
• Working hours: 9:00 AM–18:00 PM Istanbul time.