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 through to resolution.

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

• Serve as the initial filter before R&D by assessing whether issues are due to user errors, knowledge gaps regarding the product, or actual bugs.

• Guide users through product limitations to reduce recurring inquiries.

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

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

• Collaborate with customer enterprise IT teams to set up SSO and identity provider access, including user group access management.

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

• Handle CRM integration and onboarding in coordination 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.

• Ensure follow-ups with stakeholders and adhere to established onboarding deadlines.

⛳️ Requirements

• Native or near-native proficiency in English.

• Comfortable leading calls with US customers, ranging from end users to enterprise IT representatives.

• Practical IT experience with SSO and identity providers such as Okta and Microsoft Entra ID.

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

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

• Experience with CRM administration or integrations like Salesforce or HubSpot, especially with user permissions.

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

• Capability to manage deadlines and follow-ups across multiple clients simultaneously.

• Background in technical support, support engineering, IT, or implementation roles, preferably within a B2B SaaS company serving enterprises.

• Experience with Google Workspace or Microsoft 365 administration, particularly in calendar app approvals (preferred but not essential).

• Awareness of enterprise security and IT review processes (preferred but not essential).

• Basic skills in scripting or log analysis for debugging purposes (preferred but not essential).

• Experience in a startup environment (preferred but not essential).

🏝️ Benefits

• Security through thorough client vetting to mitigate risks and ensure reliability and timely payments.

• Career support and assistance in finding new opportunities if a project does not align with expectations.

• Legal support for independent contractors 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 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.