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.

Customer Support Specialist