Technical Support Engineer

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

📋 Description

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

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

• Screen issues prior to R&D involvement by assessing whether they stem from user mistakes, knowledge gaps, or genuine bugs.

• Guide users through product limitations to reduce repeated inquiries.

• Validate bugs with clear documentation and communicate them to R&D along with reproduction steps and context.

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

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

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

• Manage CRM integrations and onboarding with customer CRM administrators.

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

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

• Ensure timely follow-ups with customer stakeholders and meet established onboarding deadlines.

⛳️ Requirements

• Native or near-native proficiency in English.

• Confident in conducting calls with U.S. customers, ranging from end users to enterprise IT personnel.

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

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

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

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

• Methodical debugging skills with the ability to differentiate between user errors and actual bugs, supported by evidence.

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

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

• Experience in a B2B SaaS environment targeting enterprises is preferred.

• Familiarity with Google Workspace or Microsoft 365 administration, especially regarding calendar app approvals, is an advantage.

• Understanding of enterprise security and IT review processes is beneficial.

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

• Previous experience in a startup environment is advantageous.

🏝️ Benefits

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

• Career support and assistance in finding new project opportunities.

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

• Access to English language courses.

• Opportunities for professional growth.

• Team-building activities.

• Flexible work 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.

• People-first management approach with minimal bureaucracy.

• A friendly company culture.