Technical Support Engineer
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Job Description
Technical Support Engineer supporting an AI-powered sales co-pilot. Managing customer troubleshooting, SSO, desktop apps, CRM integrations, and pilot onboarding.
Responsibilities:
- 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 determining whether they are user errors, product knowledge gaps, or genuine bugs
- Coach users through product gaps to prevent recurring questions
- Confirm bugs with certainty and report them to R&D with 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 Okta and other IdPs
- Ensure pilot users belong to groups authorized to access the platform
- Handle Mac and Windows desktop app rollout, including installation, OS permissions, and MDM/VPN compatibility
- Own CRM connection and onboarding with customer CRM administrators
- Lead onboarding meetings with customer IT teams and train them on the platform
- Troubleshoot onboarding blockers and escalate to the CTO when needed
- Drive stakeholder follow-ups and meet committed customer 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 or Microsoft Entra ID
- 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 and ability to distinguish user error from real bugs using 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 reliable, timely payments
- Career support and assistance 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 and professional growth opportunities
- Team-building events
- People-first management with minimal bureaucracy
- Friendly company culture
- 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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