Technical Support Engineer

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

📋 Description

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

• Directly resolve customer problems or debug them with the help of internal tools.

• Screen issues prior to R&D involvement by identifying user errors, knowledge gaps, or actual bugs.

• Guide users through product shortcomings to reduce recurring inquiries.

• Confirm bugs with confidence and report them to R&D, providing reproduction steps and context.

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

• Collaborate with enterprise IT teams to set up SSO and identity provider access, including Okta and other IdPs.

• Ensure that pilot users are part of the groups authorized for access.

• Oversee desktop application rollouts on Mac and Windows, addressing installation, OS permissions, and MDM/VPN compatibility.

• Handle CRM connections and onboarding in coordination with customer CRM administrators.

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

• Address onboarding challenges and escalate issues to the CTO when necessary.

• Facilitate stakeholder follow-ups and adhere to committed onboarding deadlines for customers.

⛳️ Requirements

• Proficient in English, either as a native speaker or near-native.

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

• Practical experience with SSO and identity providers such as Okta or Microsoft Entra ID.

• Knowledge of MDM, VPNs, and user/group management.

• Strong troubleshooting skills on both Mac and Windows, particularly for desktop app installations and OS-level permissions.

• Experience with CRM administration or integrations, like Salesforce or HubSpot, especially concerning user permissions.

• A structured approach to debugging, capable of differentiating user errors from actual bugs and supporting findings with evidence.

• Ability to manage deadlines and follow-ups for multiple customers simultaneously.

• Background in technical support, support engineering, IT, or implementation roles.

• Ideal candidate will have experience in a B2B SaaS company targeting enterprises.

• Experience with Google Workspace or Microsoft 365 administration, particularly concerning calendar app approvals, is a plus.

• Familiarity with enterprise security and IT review processes is advantageous.

• Basic scripting or log analysis skills for debugging are beneficial.

• Startup experience is a plus.

🏝️ Benefits

• Security through client vetting to reduce risks and ensure reliable, timely payments.

• Career support and assistance in locating suitable new projects.

• Legal guidance concerning independent contractor or sole proprietorship status, taxes, and related processes.

• English language courses available.

• Opportunities for professional growth.

• Team-building events.

• Flexible working hours.

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

• 10 paid recovery days.

• Comprehensive financial and legal support for independent contractors.

• Free English classes with native speakers or Ukrainian instructors.

• Dedicated HR support provided.