Technical Support L1 is the first line a user reaches when something breaks. SaaS companies, telecoms, banks, and any product business with paying customers hire for this role. This template shows recruiters that you don't just "reply to tickets", you actually resolve issues, hit SLA, and stay calm when the queue explodes.
Copy these as starting points and swap in your own numbers.
2024–2025 estimates. Wide ranges by experience and seniority.
No formal education is required. You do need to be comfortable with operating systems, browsers, basic networking, and reading docs. If you've fixed your own Wi-Fi and helped friends with their laptops, you already have the right instincts.
Usually 8-18 months if you build up SQL, networking, and log analysis. Some companies promote internally faster when you take on harder cases and document your fixes well.
For Ukrainian-only products, yes. But 90% of well-paid roles need at least B1 written English. Skipping English caps both your salary and your career path.
It depends on the product. Simple SaaS support can run 80-120 tickets a day, while complex B2B work is closer to 20-30 with deep diagnostics. Always include both the number and the context on your CV.
Any customer-facing experience counts: retail, call centre, volunteering. Add personal projects, Zendesk certifications, or the Google IT Support course to show you understand the role.