Technical Customer Support Specialist
New
This is a full-time night shift position based remotely in Poland., LATAM business hours (16:00 – 12:00 Local Time)Full-TimeMiddle
Salary2,000 - 2,900 EUR per month
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Job Details
- Languages
- En C1
- Required Skills
- PythonSQLETLRESTful APIsTroubleshootingSaaSZendesk
Requirements
- Previous experience in a 2nd line B2B support role within a SaaS product company.
- A consultative mindset with genuine empathy.
- Outstanding written and verbal communication skills, with the ability to build trust and rapport.
- Strong proficiency in English is required.
- Experience with support ticketing systems such as Zendesk.
- Excellent prioritisation and multitasking skills, with the ability to manage real-time workloads effectively.
- Exposure to web technologies and related stacks (API, ETL, SQL), with confidence troubleshooting technical integrations.
- Experience with ETL / data analytics platforms.
Responsibilities
- Perform ticket audits and deliver hands-on support for complex API and ETL troubleshooting.
- Share best practices and insights to help agents continuously improve their approach.
- Actively own and resolve complex customer cases via email and video calls.
- Deep-dive into product usage, operational matters, and technical integrations (APIs) to provide tailored solutions.
- Act as a solution partner for clients, analysing usage patterns and helping them maximise product adoption through guidance on best practices.
- Identify recurring trends during the night shift to refine help documentation and validate the accuracy of AI-powered support tools.
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