Technical Support Engineer

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

📋 Description

• Act as the technical liaison between clients and the R&D department.

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

• Directly resolve customer concerns or debug them using internal resources before escalating to R&D.

• Categorize issues as user errors, gaps in product knowledge, or genuine bugs.

• Guide users through product limitations to minimize recurring inquiries.

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

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

• Configure SSO and identity provider access in collaboration with enterprise IT, including Okta and other identity providers.

• Obtain approvals for integrations with Google Calendar or Outlook.

• Oversee CRM connections with customer CRM administrators.

• Administer Mac and Windows desktop app deployments, OS permissions, MDM, and VPN compatibility.

• Facilitate onboarding meetings, train customer IT teams, and resolve any blockers.

• Manage technical issues for customer IT teams, CRM administrators, and end users across the US, escalating complex issues to the CTO when necessary.

⛳️ Requirements

• Native or near-native English proficiency, with comfort in leading calls with US customers, from end users to enterprise IT.

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

• Practical IT experience with SSO and identity providers (Okta, Microsoft Entra ID, or similar), user/group management, MDM, and VPNs.

• Strong troubleshooting abilities for both Mac and Windows, including desktop app installations, OS-level permissions (microphone, screen recording, accessibility), and MDM deployment.

• Familiarity with CRM administration or integrations (e.g., Salesforce, HubSpot), especially regarding user permissions and connected applications.

• A systematic debugging methodology to differentiate user errors from actual bugs using logs, reproduction steps, and clear evidence.

• Demonstrated accountability for deadlines and follow-ups across multiple concurrent customer accounts.

• Excellent customer-facing communication skills with the ability to articulate technical concepts clearly to non-technical users and engage with enterprise IT administrators as equals.

• Methodical and organized approach to debugging and problem-solving.

• Proactive ownership and responsibility for onboarding timelines and issue resolution.

• Capability to manage and prioritize various customer implementations at the same time.

• Experience with Google Workspace or Microsoft 365 administration, particularly in calendar app approvals and OAuth/admin-consent challenges (preferred).

• Understanding of enterprise security, IT review procedures, and domain allowlisting (preferred).

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

• Previous experience in a startup environment (preferred).

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible working hours and the option for remote work.

• Health, dental, and vision insurance packages.

• Collaborative and innovative work environment.