Technical Support Specialist

OMD Armenia LLC

- Monitor Airflow, Sentry, and Grafana continuously for alerts, failures, and anomalies - Detect, register, and triage incidents according to severity and impact - Communicate proactively with customers: acknowledge issues, provide status updates, and set ETA expectations - Escalate complex or unresolved incidents to the appropriate engineering teams with clear context - Fulfil service requests from clients in a timely manner - Maintain incident logs and contribute to post-incident summaries

- Airflow: ability to navigate the UI, inspect DAG runs, identify failures and their causes - Sentry: ability to read error traces, identify patterns, and assess severity - Grafana: ability to interpret dashboards, understand alert conditions, and identify anomalies - Experience of working with Git and CI/CD approach. - Linux: basic command-line proficiency for log inspection (not system administration) - English: professional working proficiency — both written (customer emails/tickets) and spoken - Proven experience with L1/L2 Customer support. - ITSM fundamentals: understanding of Incident, Problem, Service Request concepts - Experience with ticketing systems (Jira, Zendesk, or similar) - Awareness of Kanban approach - Computer networking: familiarity with diagnostic tools (ping, traceroute, dig)

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