Technical Support Engineer

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

📋 Description

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

• Address customer issues directly or troubleshoot using internal tools.

• Screen issues prior to R&D involvement by identifying if they stem from user mistakes, knowledge gaps, or actual bugs.

• Guide users through product limitations to reduce repeated inquiries.

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

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

• Coordinate SSO and identity-provider access with the customer’s enterprise IT teams.

• Ensure that pilot users have access to groups authorized to use the platform.

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

• Handle CRM connection and onboarding alongside customer CRM administrators.

• Conduct onboarding meetings with customer IT teams, providing training on the platform.

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

• Follow up with customer stakeholders to ensure onboarding deadlines are met.

⛳️ 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 like Okta or Microsoft Entra ID.

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

• Strong troubleshooting capabilities for both Mac and Windows environments.

• Experience in installing desktop applications and managing OS-level permissions.

• Background in CRM administration or integrations, such as Salesforce or HubSpot, particularly regarding user permissions.

• Structured debugging methodology that can differentiate between user errors and genuine bugs, supported by evidence.

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

• Previous experience in technical support, support engineering, IT, or implementation roles.

• Experience with a B2B SaaS company catering to enterprises is preferred.

• Familiarity with Google Workspace or Microsoft 365 administration, particularly calendar app approvals, is advantageous.

• Understanding of enterprise security and IT review processes is a plus.

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

• Startup experience is an added advantage.

🏝️ Benefits

• Security through a carefully selected client base, reducing risks and ensuring reliable and timely payments.

• Support for career growth and assistance in finding new project opportunities.

• Legal assistance with independent contractor or sole proprietorship status, taxes, and related procedures.

• English language courses.

• Opportunities for professional development.

• Team-building activities.

• People-centric management style with minimal bureaucracy.

• A friendly company culture.

• 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.