Technical Support Engineer

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

📋 Description

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

• Directly resolve customer concerns or utilize internal tools for debugging.

• Screen issues prior to R&D by identifying user errors, gaps in product knowledge, or actual bugs.

• Guide users through product limitations.

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

• Manage technical onboarding for each new pilot from the kickoff phase 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 for platform access.

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

• Manage CRM integration and onboarding with customer CRM administrators.

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

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

• Lead follow-up initiatives with stakeholders and adhere to established onboarding deadlines.

⛳️ Requirements

• Native or near-native proficiency in English.

• Comfortable leading discussions with US customers, ranging from end users to enterprise IT personnel.

• Practical IT experience with SSO and identity providers like Okta and Microsoft Entra ID or their equivalents.

• Familiarity with MDM, VPNs, and management of users and groups.

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

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

• Methodical debugging approach with the ability to differentiate between user errors and genuine bugs using substantiated evidence.

• Commitment to deadlines and follow-ups across multiple clients.

• 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, especially regarding calendar app approvals.

• Knowledge of enterprise security and IT review processes.

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

• Experience working in a startup environment.

🏝️ Benefits

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

• Career support and assistance in locating new opportunities.

• Legal counsel for independent contractor or sole proprietorship status, tax matters, and related processes.

• Access to English language courses.

• Opportunities for professional growth.

• Team-building activities.

• Flexible work hours.

• 29 days of paid time off (18 working days each 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.