Technical Support Engineer

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

📋 Description

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

• Directly resolve customer concerns or troubleshoot them using internal tools.

• Pre-screen issues before R&D by pinpointing user errors, gaps in product knowledge, and actual bugs.

• Guide users through product limitations to minimize repetitive inquiries.

• Validate bugs and report them to R&D, providing reproduction steps and contextual information.

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

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

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

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

• Handle CRM connections and onboarding with customer CRM administrators.

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

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

• Follow up with customer stakeholders and adhere to agreed onboarding timelines.

⛳️ Requirements

• Native or near-native English proficiency.

• Comfortable leading calls with U.S. customers, ranging from end users to enterprise IT personnel.

• Hands-on experience with SSO and identity providers such as Okta or Microsoft Entra ID.

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

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

• Experience with CRM administration or integrations, particularly Salesforce or HubSpot, with a focus on user permissions.

• Methodical debugging approach that differentiates user errors from genuine bugs, supporting conclusions with evidence.

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

• Experience in a technical support, support engineering, IT, or implementation role, preferably in a B2B SaaS environment catering to enterprises.

• Familiarity with Google Workspace or Microsoft 365 administration, especially regarding calendar app approvals (nice to have).

• Understanding of enterprise security and IT review processes (nice to have).

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

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

🏝️ Benefits

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

• Career assistance and support in finding new project opportunities.

• Legal guidance regarding 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.