Technical Support Engineer

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

📋 Description

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

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

• Screen issues prior to R&D involvement by assessing whether they stem from user errors, gaps in product knowledge, or actual bugs.

• Guide users through product shortcomings to mitigate repeated inquiries.

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

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

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

• Ensure that pilot users are included in groups that have authorized access.

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

• Manage CRM integration and onboarding with customer 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.

• Coordinate follow-ups with stakeholders to ensure onboarding deadlines are met.

⛳️ Requirements

• Fluent or near-fluent in English.

• Confident in leading calls 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 user and group management.

• Proficient troubleshooting skills for Mac and Windows environments.

• Experience with the installation of desktop applications and managing OS-level permissions.

• Knowledge of CRM administration or integrations, including platforms like Salesforce or HubSpot, particularly with user permissions.

• Methodical debugging skills to differentiate between user errors and genuine bugs, supported by evidence.

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

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

• B2B SaaS experience, particularly in enterprise sales, is preferred.

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

• Familiarity with enterprise security and IT review processes is a plus.

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

• Previous experience in a startup environment is advantageous.

🏝️ Benefits

• Security through meticulous client vetting to reduce risks and ensure dependable, timely payments.

• Career support and assistance in finding new project opportunities.

• Legal guidance related to independent contractor or sole proprietorship status, taxes, and associated processes.

• English language courses.

• Opportunities for professional development.

• Team-building activities.

• People-first management style with minimal bureaucracy.

• A welcoming 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.

• Complimentary English classes with native speakers or Ukrainian instructors.

• Dedicated HR support.