Technical Support Engineer

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

📋 Description

• Take ownership of incoming technical issues from initial report to final resolution.

• Address issues directly with customers or troubleshoot using internal tools.

• Screen issues prior to R&D involvement by assessing whether they stem from user errors, knowledge gaps, or actual bugs.

• Guide users through product limitations to mitigate recurring inquiries.

• Validate bugs and submit them to R&D with detailed reproduction steps and context.

• Manage the technical onboarding process for each new pilot project from kickoff through to go-live.

• Collaborate with customer enterprise IT teams to set up SSO and identity provider access, including managing user group access.

• Oversee desktop application rollouts on both Mac and Windows platforms, ensuring proper installation, OS permissions, and compatibility with MDM and VPN configurations.

• Manage CRM connections and onboarding by working with CRM administrators to confirm appropriate user permissions.

• Conduct onboarding meetings with customer IT teams and provide training on the platform.

• Identify and resolve onboarding obstacles, escalating to the CTO when necessary.

• Follow up with customer stakeholders to ensure adherence to onboarding timelines.

⛳️ Requirements

• Native or near-native proficiency in English.

• Comfortable leading discussions with US customers, ranging from end users to enterprise IT personnel.

• Practical IT experience with SSO and identity providers like Okta and Microsoft Entra ID, or similar systems.

• Familiarity with MDM, VPNs, and managing user and group permissions.

• Proficient in troubleshooting on both Mac and Windows systems, including desktop application installations and OS-level permissions.

• Experience in CRM administration or integrations, such as Salesforce or HubSpot, with a focus on user permissions.

• A methodical debugging approach, capable of differentiating user errors from genuine bugs and supporting findings with evidence.

• Ability to manage deadlines and follow-ups across various customers simultaneously.

• Background in technical support, support engineering, IT, or implementation roles, preferably in a B2B SaaS context serving enterprises.

• Knowledge of Google Workspace or Microsoft 365 administration, particularly regarding calendar app approvals (preferred).

• Understanding of enterprise security and IT evaluation processes (preferred).

• Basic skills in scripting or log analysis for debugging purposes (preferred).

• Prior experience in a startup environment (preferred).

🏝️ Benefits

• Assurance through meticulous client vetting to reduce risks and guarantee reliable and timely payments.

• Career guidance and assistance in exploring new opportunities if a project does not align well.

• Legal support regarding independent contractor or sole proprietorship status, taxes, and associated processes.

• English language courses.

• Opportunities for professional development.

• Team-building activities.

• Flexible working hours.

• 29 days of paid time off (18 working days annually plus all national holidays).

• 10 paid recovery days.

• Comprehensive financial and legal support for independent contractors.

• Complimentary English classes with native speakers or Ukrainian instructors.

• Dedicated HR assistance.