Technical Support Engineer

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

📋 Description

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

• Directly address customer issues or troubleshoot utilizing internal tools.

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

• Guide users through product limitations to reduce repetitive inquiries.

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

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

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

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

• Facilitate CRM connections and onboarding with customer CRM administrators.

• Conduct onboarding meetings and provide training for customer IT teams on the platform and integration.

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

• Ensure stakeholder follow-ups and meet established customer onboarding timelines.

⛳️ Requirements

• Native or near-native proficiency in English.

• Comfortable leading calls with U.S. customers, 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 users and groups.

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

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

• Methodical debugging skills that differentiate user errors from actual bugs, supported by evidence.

• Capability to manage deadlines and follow-ups across multiple customers at once.

• Previous experience in a technical support, support engineering, IT, or implementation role, preferably at a B2B SaaS company targeting enterprises.

• Familiarity with Google Workspace or Microsoft 365 administration, especially calendar app approvals (desirable).

• Understanding of enterprise security and IT review processes (desirable).

• Basic scripting or log analysis abilities for troubleshooting (desirable).

• Experience in a startup environment (desirable).

🏝️ Benefits

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

• Career support and assistance in finding new opportunities if a project isn't the right match.

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

• English language courses.

• Opportunities for professional growth.

• Team-building activities.

• Flexible working hours.

• 29 days of paid time off (18 working days per year in addition to 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.