Responsibilities
- diagnosing and resolving complex technical issues for our clients
- ensuring they can leverage our platform to its fullest potential
- providing invaluable feedback that directly influences our product roadmap
- take each ticket from first response to resolution
- loop in the right people when needed
- actively use AI in their day-to-day work and grow their fluency as the tools evolve
Requirements
- 3+ years of experience in technical support for a SaaS product
- C1 English — written and spoken, with the ability to communicate clearly and quickly in a technical context
- Understanding of how the web works: HTML, CSS, JavaScript — comfortable reading code and using browser dev tools
- Strong analytical and troubleshooting skills — you investigate, not just relay
- High ownership mindset — you follow through, meet deadlines, and communicate proactively when something changes
- Ability to work 9:00–18:00 Eastern Time (New York), fixed schedule
Nice to Have
- Experience with Intercom or similar ticket systems
- Experience writing Help Center or knowledge base articles
- Experience with API troubleshooting or integration support
Benefits
- 31 days off
- 100% paid telemedicine plan
- Home Office Setup Assistance: the company offers assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace
- English learning courses
- Relevant professional education
- Gym or swimming pool
- Co-working
- Remote working
Additional Information
- Location: Remote (EST hours preferred)
- Language: Russian-speaking team, English C1+ required
