Technical Support Engineer

This is a fully remote position, open to applicants in Bosnia and Herzegovina.

📋 Description

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

• Address customer issues directly or utilize internal tools for debugging.

• Screen issues before forwarding to R&D by identifying user errors, gaps in product knowledge, or legitimate bugs.

• Guide users through product gaps to reduce recurring inquiries.

• Accurately confirm bugs and report them to R&D along with reproduction steps and context.

• Manage technical onboarding for new pilot programs from kickoff to go-live.

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

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

• Oversee the rollout of Mac and Windows desktop applications, including installation, OS permissions, and MDM/VPN compatibility.

• Manage CRM connection and onboarding alongside customer CRM administrators.

• Lead onboarding meetings with customer IT teams and provide platform training.

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

• Facilitate stakeholder follow-ups and adhere to committed customer onboarding timelines.

⛳️ Requirements

• Native or near-native proficiency in English.

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

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

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

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

• Experience with CRM administration or integrations, like Salesforce or HubSpot, particularly regarding user permissions.

• Structured approach to debugging and the ability to differentiate between user errors and actual bugs based on evidence.

• Capable of managing deadlines and follow-ups across multiple customers simultaneously.

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

• Familiarity with Google Workspace or Microsoft 365 administration, especially calendar app approvals (nice to have).

• Understanding of enterprise security and IT review processes (nice to have).

• Basic skills in scripting or log analysis for debugging (nice to have).

• Experience in a startup environment (nice to have).

🏝️ Benefits

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

• Career support and guidance in finding new opportunities if a project is not suitable.

• Legal assistance related to independent contractor or sole proprietorship status, taxes, and associated processes.

• English language courses and opportunities for professional development.

• Team-building activities.

• People-first management approach with minimal bureaucracy.

• A welcoming company culture.

• 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.

• Free English classes with native speakers or Ukrainian instructors.

• Dedicated HR support.