Technical Support Engineer

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

📋 Description

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

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

• Pre-screen issues prior to R&D involvement by assessing whether they are user mistakes, knowledge deficiencies, or actual bugs.

• Guide users through product limitations to reduce repetitive inquiries.

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

• Manage technical onboarding for each new pilot from initiation to launch.

• Collaborate with customer enterprise IT teams to set up SSO and identity provider access, including Okta and other IdPs.

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

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

• Manage CRM integration and onboarding with customer CRM administrators.

• Ensure users possess the appropriate CRM permissions.

• 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 customer stakeholders and adhere to agreed-upon onboarding timelines.

⛳️ Requirements

• Native or near-native proficiency in English.

• Comfortable leading discussions with US customers, 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/group management practices.

• Proficient troubleshooting skills for both Mac and Windows, including desktop application installations and OS-level permissions.

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

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

• Ability to take ownership of deadlines and follow up across multiple customers.

• Previous experience in a technical support, support engineering, IT, or implementation capacity.

• Ideally, experience within a B2B SaaS company serving enterprise clients.

• Familiarity with Google Workspace or Microsoft 365 administration, particularly regarding calendar app approvals, is a plus.

• Understanding of enterprise security and IT review processes is advantageous.

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

• Previous experience in a startup environment is a plus.

🏝️ Benefits

• Security ensured through meticulous client vetting to reduce risks and guarantee reliability and timely payments.

• Career support and help in identifying new opportunities if a project does not align with your skills.

• Legal guidance regarding independent contractor or sole proprietorship status, taxes, and related matters.

• English language courses.

• Opportunities for professional development.

• Team-building activities.

• People-first management approach 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.