Technical Support Engineer

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

📋 Description

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

• Address customer concerns directly or diagnose them using internal tools.

• Screen issues prior to R&D involvement by recognizing user errors, knowledge gaps, or legitimate bugs.

• Guide users through product limitations to mitigate recurring inquiries.

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

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

• Collaborate with customer enterprise IT teams to set up SSO and identity provider access.

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

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

• Handle CRM connections and onboarding by coordinating user permissions with CRM administrators.

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

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

• Follow up with customer stakeholders to ensure adherence to onboarding timelines.

⛳️ Requirements

• Native or near-native proficiency in English.

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

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

• Familiarity with MDM, VPNs, and managing user and group permissions.

• Strong troubleshooting capabilities on Mac and Windows, including desktop application installations and OS-level permissions.

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

• Methodical debugging skills with a focus on distinguishing between user errors and actual bugs.

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

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

• Ideally possess B2B SaaS experience selling to enterprises.

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

• Familiarity with enterprise security and IT review processes (nice to have).

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

• Previous experience in a startup environment (nice to have).

🏝️ Benefits

• Security through careful client vetting to reduce risks and ensure reliability and timely payments.

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

• Legal guidance for independent contractors or sole proprietorships, including taxes and related processes.

• English language courses.

• Opportunities for professional growth.

• Team-building events.

• People-first 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.