Technical Support Engineer

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

📋 Description

• Take full ownership of incoming technical issues, managing them from initial report through to resolution.

• Directly resolve customer issues or utilize internal tools for troubleshooting.

• Screen issues prior to R&D intervention by recognizing user errors, gaps in product knowledge, and actual bugs.

• Guide users through product limitations to reduce the frequency of recurring inquiries.

• Validate bugs and report them to R&D, providing reproduction steps and relevant context.

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

• Collaborate with enterprise IT teams to set up SSO and access for identity providers, including Okta and others.

• Ensure pilot users are assigned to the appropriate groups with access authorization.

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

• Handle the connection and onboarding of CRM systems, coordinating permissions 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 as necessary.

• Maintain communication with customer stakeholders to meet agreed-upon onboarding timelines.

⛳️ Requirements

• Native or near-native proficiency in English.

• Comfortable 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 the management of users and groups.

• Strong troubleshooting skills for both Mac and Windows environments, particularly in desktop app installations and OS-level permissions.

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

• A structured debugging methodology that differentiates user errors from genuine bugs, supported by evidence.

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

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

• Experience with the administration of Google Workspace or Microsoft 365, especially regarding calendar app approvals.

• Understanding of enterprise security and IT review processes.

• Basic skills in scripting or log analysis for debugging purposes.

• Experience in a startup setting.

🏝️ Benefits

• Security: Carefully vetted clients to minimize risks and ensure reliable and timely payments.

• Career support and assistance in finding new projects if a particular project is not a suitable match.

• Legal support for independent contractor or sole proprietorship status, taxes, and related matters.

• Opportunities for professional growth through English courses.

• Team-building activities.

• 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.