Service Support Specialist

Quick Facts

• Role: Service Support Specialist (Night Shift)

• Schedule: Supports customers during LATAM business hours (17:00–01:00 Local Time)

• Work model: Full-time, remote (based in Poland)

Description

You will provide technical support as a subject-matter expert during your shift, resolving complex software issues and partnering with support agents to ensure timely, high-quality customer outcomes.

Responsibilities

• Perform ticket audits and provide hands-on support for complex API and ETL troubleshooting

• Own and resolve complex customer cases via email and video calls

• Deep-dive into product usage, operational matters, and technical integrations to deliver tailored solutions

• Analyze usage patterns and guide clients to maximize product adoption

• Identify recurring trends to refine help documentation and validate AI-powered support tool accuracy

Requirements

• 2nd line B2B support experience within a SaaS product company

• Consultative, empathetic approach

• Outstanding written and verbal communication skills; strong English proficiency

• Experience with support ticketing systems such as Zendesk

• Excellent prioritization and multitasking skills

Nice to Have

• Exposure to web technologies and related stacks (API, ETL, SQL)

• Experience troubleshooting technical integrations

• Experience with ETL / data analytics platforms

Benefits

• Base salary: €25,000–€35,000 per year, depending on experience