About the Role

SD IT Services is looking for a motivated and technically skilled Technical Support Specialist to join our team in Prishtina.

In this role, you will provide technical support to international customers, helping them resolve issues involving software applications, hardware devices, networking, system integrations, and operational platforms.

You will investigate technical problems, identify root causes, provide effective solutions, and collaborate with senior technical support specialists, engineering, and development teams when further investigation is required.

We are looking for someone who enjoys solving complex problems, takes ownership of issues, communicates professionally, and is eager to continuously improve their technical expertise.

What You Will Do

Respond to customer reports, clarify symptoms, and assess urgency and impact.

Troubleshoot application, device, Wi-Fi, DNS, server, and connectivity issues.

Investigate data synchronization failures and API or webhook integrations.

Review logs, timestamps, error messages, system behavior, and recent changes to narrow down causes.

Assess payment and transaction issues, including reports of duplicate charges, before escalating.

Investigate performance problems, service crashes, and high resource usage.

Identify workarounds, document root causes, and follow issues through to resolution.

Escalate reproducible, well-documented issues to L2 Engineering or Development when appropriate.

Help prevent repeat incidents by improving support documentation, known-issue guidance, and customer communications.

Explain technical issues in clear, customer-friendly language.

We’re looking for a Technical Support Specialist to help customers resolve application, network, integration, and system performance issues. You’ll investigate problems methodically, communicate clearly with customers, and work closely with

About the Role

SD IT Services is looking for a motivated and technically skilled Technical Support Specialist to join our team in Prishtina.

We are looking for someone who enjoys solving complex problems, takes ownership of issues, communicates professionally, and is eager to continuously improve their technical expertise.

What You Will Do

Respond to customer reports, clarify symptoms, and assess urgency and impact.
Troubleshoot application, device, Wi-Fi, DNS, server, and connectivity issues.
Investigate data synchronization failures and API or webhook integrations.
Review logs, timestamps, error messages, system behavior, and recent changes to narrow down causes.
Assess payment and transaction issues, including reports of duplicate charges, before escalating.
Investigate performance problems, service crashes, and high resource usage.
Identify workarounds, document root causes, and follow issues through to resolution.
Escalate reproducible, well-documented issues to L2 Engineering or Development when appropriate.
Help prevent repeat incidents by improving support documentation, known-issue guidance, and customer communications.
Explain technical issues in clear, customer-friendly language.