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 resolution.

• Address customer issues directly or troubleshoot them using internal tools.

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

• Guide users through product deficiencies to reduce recurring inquiries.

• Accurately confirm bugs and relay them to R&D with detailed reproduction steps and context.

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

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

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

• Manage CRM connection and onboarding, coordinating permissions with customer CRM administrators.

• Facilitate onboarding meetings with customer IT teams and provide training on the platform.

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

• Ensure follow-ups with customer stakeholders and meet established onboarding deadlines.

⛳️ Requirements

• Native or near-native proficiency in English.

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

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

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

• Strong troubleshooting abilities on Mac and Windows systems, including desktop app installations and OS-level permissions.

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

• A structured approach to debugging that differentiates user errors from actual bugs, supported by evidence.

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

• Background in technical support, support engineering, IT, or implementation roles.

• Experience in a B2B SaaS environment catering to enterprises is preferred.

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

• Understanding of enterprise security and IT review processes is a bonus.

• Basic scripting or log analysis skills for debugging would be advantageous.

• Previous startup experience is a bonus.

🏝️ Benefits

• Security through thorough client vetting to minimize risks and ensure dependable, timely payments.

• Career support and assistance in locating new project opportunities.

• Legal support regarding independent contractor or sole proprietorship status, taxes, and related processes.

• English language courses.

• Opportunities for professional development.

• 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.

• Free English classes with native speakers or Ukrainian instructors.

• Dedicated HR support.