Technical Support Engineer

• Own incoming technical issues end to end, from first report to resolution
• Resolve customer issues directly or debug them using internal tools
• Filter issues before R&D by identifying user error, product knowledge gaps, or real bugs
• Coach users through product gaps
• 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 desktop app rollout on Mac and Windows, 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
• Drive stakeholder follow-ups and meet committed onboarding deadlines

• Native or near-native English
• Comfortable leading calls with US customers, from end users to enterprise IT
• Hands-on IT experience with SSO and identity providers such as Okta and Microsoft Entra ID or similar
• 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 and ability to distinguish user error from real bugs using evidence
• Ownership of 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
• Familiarity with enterprise security and IT review processes
• Basic scripting or log analysis skills for debugging
• Startup experience

• Security through client vetting to minimize risks and ensure reliability and timely payments
• Career support and assistance finding new opportunities
• Legal guidance for independent 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