Technical Support Engineer
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Job Description
Technical Support Engineer supporting an AI-powered sales co-pilot for enterprise customers. Managing technical issue resolution, enterprise integrations, and pilot onboarding across SSO, desktop apps, and CRM systems.
Responsibilities:
- Own incoming technical issues end to end, from first report through resolution
- Resolve issues directly with customers or debug them using internal tools
- Filter issues before R&D by determining whether they are user errors, product knowledge gaps, or real bugs
- Coach users through product gaps to prevent recurring questions
- Confirm bugs and report them to R&D with clear reproduction steps and context
- Own technical onboarding for each new pilot from kickoff to go-live
- Work with customer enterprise IT teams to configure SSO and identity provider access, including user group access
- Manage desktop app rollouts on Mac and Windows, including installation, OS permissions, and compatibility with MDM and VPN setups
- Own CRM connections and onboarding, working with CRM administrators to ensure correct user permissions
- Lead onboarding meetings with customer IT teams and train them on the platform
- Troubleshoot onboarding blockers and escalate to the CTO when needed
- Drive follow-ups with customer stakeholders and meet committed onboarding deadlines
Requirements:
- 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, 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, including distinguishing user error from real bugs and supporting conclusions with evidence
- Ability to own deadlines and follow-ups across multiple customers simultaneously
- 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)
Benefits:
- Security through careful client vetting to minimize risks and ensure reliability and timely payments
- Career support and help finding new opportunities if a project is not the right fit
- Legal assistance with 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
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