Technical Support Engineer

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

📋 Description

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

• Address customer problems directly or troubleshoot them using internal tools.

• Screen issues before R&D by identifying whether they are user errors, knowledge gaps, or actual bugs.

• Guide users through product limitations to reduce repetitive inquiries.

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

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

• Set up SSO and identity-provider access in collaboration with customer enterprise IT teams.

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

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

• Handle CRM connection and onboarding with customer CRM administrators.

• Facilitate onboarding meetings and train customer IT teams on the platform and integration process.

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

• Manage stakeholder follow-ups and adhere to established onboarding deadlines.

⛳️ Requirements

• Native or near-native proficiency in English.

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

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

• Familiarity with MDM, VPNs, and user and group management.

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

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

• A structured approach to debugging capable of distinguishing user errors from legitimate bugs, supported by evidence.

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

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

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

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

• Knowledge of enterprise security and IT review processes is an added advantage.

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

• Previous startup experience is a plus.

🏝️ Benefits

• Security through carefully vetted clients, ensuring minimized risks and reliable, timely payments.

• Career support and assistance in finding new projects that align with skills and career aspirations.

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

• English language courses.

• Opportunities for professional growth.

• Team-building events.

• Flexible working hours.

• 29 days of PTO (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.