Support Engineer

This is a fully remote position, open to applicants in Kyrgyzstan.

📋 Description

• Deliver prompt and efficient technical support via the ticketing system.

• Monitor, prioritize, resolve, or escalate requests in accordance with established SLAs.

• Examine and troubleshoot product-related issues, determine potential causes, gather technical details, and document findings.

• Address inquiries regarding product functionality, API usage, account access, licenses, and other support-related matters.

• Collaborate with Development, Product, Sales, and Customer Success teams to investigate issues, coordinate solutions, and provide updates to customers.

• Offer technical guidance and product information to customer-facing teams.

• Keep support documentation, troubleshooting guides, standard operating procedures, and knowledge base articles up to date.

• Recognize recurring issues, product limitations, and customer feedback to facilitate ongoing product and process enhancements.

⛳️ Requirements

• A minimum of 2 years of experience in customer or technical support, ideally within a B2B SaaS or technology context.

• Proficiency in troubleshooting technical issues, analyzing customer reports, replicating problems, and gathering pertinent diagnostic information.

• Basic knowledge of APIs, HTTP requests, and JSON, with practical experience using Postman or similar tools.

• Familiarity with ticketing systems (such as Jira, Zendesk, or comparable) and adherence to SLAs.

• Experience in handling technical documentation, knowledge bases, and internal support protocols.

• Capability to prioritize requests, manage multiple tickets concurrently, and escalate intricate issues as needed.

• Strong analytical, problem-solving, and organizational skills, with a keen attention to detail.

• Ability to work autonomously while effectively collaborating with cross-functional teams, including developers and customer-facing departments.

• Eagerness to identify opportunities for process improvements and contribute ideas to enhance support workflows and service quality.

• English proficiency: B2 level or higher, with strong written and verbal communication skills.

• Practical experience with PostgreSQL and MongoDB for basic data verification.

• Familiarity with Confluence and Jira as part of daily support operations.

• Russian proficiency: B2+ level.

🏝️ Benefits

• Remote-first setup: work from any location globally (excluding Russia and Belarus).

• Predictable schedule: full-time, 5/2, with working hours commencing around 12:00–13:00 CET/CEST for overlap with the team and customers.

• Genuine ownership from day one.

• A collaborative team environment with a startup spirit and clear opportunities for growth.

• Engage with a technically challenging, rapidly growing product at the intersection of OSINT, AI, and cyber intelligence.

• An equal-opportunity, diverse, and inclusive workplace.