Technical Support Engineer
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Job Description
Technical Support Engineer supporting an AI-powered sales co-pilot for enterprise customers. Managing SSO, CRM integrations, desktop rollouts, debugging, and technical 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 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
- Configure SSO and identity-provider access with customer enterprise IT teams
- Ensure pilot users belong to groups authorized for access
- Manage 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 and train customer IT teams on the platform and integration process
- Troubleshoot onboarding blockers and escalate to the CTO when needed
- Drive stakeholder follow-ups 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, including 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 capable of separating 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
- Experience at a B2B SaaS company selling to enterprises is ideal
- Experience with Google Workspace or Microsoft 365 administration, especially calendar app approvals, is nice to have
- Familiarity with enterprise security and IT review processes is nice to have
- Basic scripting or log analysis skills for debugging are nice to have
- Startup experience is nice to have
Benefits:
- Security through carefully vetted clients, minimizing risks and ensuring reliability and timely payments
- Career support and assistance finding new projects aligned with skills and career goals
- 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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