Technical Support Engineer

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

📋 Description

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

• Directly resolve customer issues or troubleshoot them using internal resources.

• Serve as a preliminary filter before R&D by identifying whether issues stem from user errors, gaps in product knowledge, or actual bugs.

• Guide users through product limitations to prevent repetitive inquiries.

• Verify bugs and communicate them to R&D, providing clear steps for reproduction and context.

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

• Collaborate with enterprise IT teams to set up SSO and identity-provider access, including access for pilot-user groups.

• Oversee the rollout of desktop applications on both Mac and Windows platforms, addressing installation, OS permissions, and MDM/VPN compatibility.

• Take responsibility for CRM integration and onboarding alongside customer CRM administrators.

• Facilitate onboarding meetings and provide training to customer IT teams on the platform.

• Address onboarding obstacles and escalate issues to the CTO as necessary.

• Ensure stakeholder follow-ups and adhere to agreed onboarding timelines.

⛳️ Requirements

• Proficient in English at a native or near-native level.

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

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

• Familiarity with MDM, VPNs, and management of users and groups.

• Excellent troubleshooting abilities for Mac and Windows systems, including desktop application installations and OS-level permissions.

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

• Methodical debugging skills with the capability to differentiate between user errors and genuine bugs using evidence.

• Proven ability to manage deadlines and follow-ups across multiple clients concurrently.

• Background in technical support, support engineering, IT, or implementation roles, preferably in a B2B SaaS environment focused on enterprise clients.

• Familiarity with Google Workspace or Microsoft 365 administration, particularly regarding calendar app approvals (desirable).

• Understanding of enterprise security and IT review processes (desirable).

• Basic scripting or log analysis skills for troubleshooting purposes (desirable).

• Experience in startup environments (desirable).

🏝️ Benefits

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

• Career support and help in discovering new project opportunities.

• Legal guidance regarding independent contractor or sole proprietorship status, tax issues, and other related processes.

• English language courses.

• Opportunities for professional growth.

• 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.