Taking applicationsVoice Support·Posted 14h ago
Service Support Specialist
AdverityVerified company
Bulgaria, Poland
Pay
$13.5–$19/hr
Job type
Full-time · Remote
Hours
US hours
Location
Bulgaria, Poland
EnglishMid level
About the role
A night-shift technical support role at a SaaS data platform, handling complex API and ETL tickets via email and video calls for customers during LATAM business hours (17:00–01:00 local time). It is a remote full-time position open only to candidates based in Bulgaria or Poland, with a stated annual salary range.
What you'll do
- Resolve complex customer cases via email and video calls
- Perform ticket audits and hands-on API/ETL troubleshooting
- Share best practices and insights with support agents
- Guide clients on product adoption and best practices
- Identify recurring trends to refine help documentation
- Validate accuracy of AI-powered support tools
What you'll need
- Previous 2nd line B2B support experience in a SaaS company
- Strong proficiency in English
- Consultative mindset with empathy
- Experience with ticketing systems such as Zendesk
- Excellent prioritisation and multitasking skills
- Based remotely in Bulgaria or Poland
- Available for night shift during LATAM business hours
Skills
B2B SaaS technical supportAPI troubleshootingETL troubleshootingZendeskSQLWritten and verbal communicationPrioritisation and multitaskingCustomer empathy
Benefits
Internal shares program (EDPP)Paid trainingSustainable merchPaid time offCareer growth
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