Technical Support Engineer

• Own incoming technical issues end to end, from first report through resolution
• Resolve customer issues directly or debug them using internal tools
• Filter issues before R&D by identifying user errors, product knowledge gaps, and real bugs
• Coach users through product gaps to reduce repeat questions
• Confirm bugs and report them to R&D with reproduction steps and context
• Own technical onboarding for each new pilot from kickoff to go-live
• Configure SSO and identity-provider access with customer enterprise IT teams
• Ensure pilot users belong to groups authorized to access the platform
• Manage Mac and Windows desktop app rollout, including installation, OS permissions, MDM, and VPN compatibility
• Own CRM connection and onboarding with customer CRM administrators
• Lead onboarding meetings and train customer IT teams on the platform
• Troubleshoot onboarding blockers and escalate to the CTO when needed
• Follow up with customer stakeholders and meet committed onboarding deadlines

• Native or near-native English
• Comfortable leading calls with US customers, from end users to enterprise IT
• Hands-on experience with SSO and identity providers such as Okta or Microsoft Entra ID
• Experience with MDM, VPNs, and user and group management
• Strong Mac and Windows troubleshooting skills, including desktop app installations and OS-level permissions
• Experience with CRM administration or integrations, such as Salesforce or HubSpot, especially user permissions
• Structured debugging approach that distinguishes user error from real bugs and supports conclusions with evidence
• Ability to own deadlines and follow-ups across multiple customers
• Experience in a technical support, support engineering, IT, or implementation role, ideally at a B2B SaaS company selling to enterprises
• Experience with Google Workspace or Microsoft 365 administration, especially calendar app approvals (nice to have)
• Familiarity with enterprise security and IT review processes (nice to have)
• Basic scripting or log analysis skills for debugging (nice to have)
• Startup experience (nice to have)

• Security through client vetting to minimize risks and ensure reliability and timely payments
• Career support and help finding new project opportunities
• Legal assistance with contractor or sole proprietorship status, taxes, and related processes
• English courses
• Professional growth opportunities
• Team-building events
• Flexible working hours
• 29 days of PTO (18 working days per year plus all national holidays)
• 10 paid recovery days
• Full financial and legal support for independent contractors
• Free English classes with native speakers or Ukrainian teachers
• Dedicated HR support