Technical Support Specialist
Content + Source + Freshness • 11 Dec 2025 • 95% confidence
Offer value
Solid opportunity for candidates with technical support experience in B2B environments. Benefits and work conditions are attractive but might lack advanced career pathways.
- Attractive remote role with defined working hours.
- Strong focus on customer satisfaction processes.
- Room for growth in a supportive SaaS environment.
Pros
- Full-time remote position provides flexibility.
- Supportive team culture focused on customer satisfaction.
- Comprehensive onboarding process for new hires.
Cons
- Career progression might be limited for specialists.
- High-pressure environment due to customer-facing challenges.
- Focus on technical support may not appeal to everyone.
Who it's for
Mid-level • Remote, full-time
Good fit
- Mid-level technical support specialists.
- Professionals knowledgeable in email deliverability.
- Individuals committed to customer service excellence.
Not recommended for
- Entry-level candidates without relevant support experience.
- Those who prefer isolated work environments.
- Individuals unwilling to engage in interactive support.
Motivation fit
Key skills
About the job
Warmy.io is an innovative email deliverability platform that helps businesses optimize their email outreach and achieve higher engagement rates. We work with global B2B SaaS companies, ensuring their email communications land in inboxes, not spam folders.
As we continue to grow, we are looking for a Technical Support Specialist based in the to join our team and provide outstanding customer support for our platform users.
Job Overview
We are seeking an experienced Technical Support Specialist to assist customers with troubleshooting, onboarding, and ongoing support related to email deliverability, integrations, and best practices. The ideal candidate has 2+ years of experience in technical support, preferably in a B2B SaaS environment, and is comfortable handling support via both chat and calls.
This role requires excellent English communication skills (both written and spoken), strong problem-solving abilities, and a customer-centric approach.
Key Responsibilities
- Provide technical support via chat, email, and calls to assist customers with issues related to email deliverability, integrations, and platform usage.
- Guide customers through troubleshooting processes and provide step-by-step solutions.
- Conduct screen-sharing sessions when needed to resolve more complex technical issues.
- Maintain a high standard of written and verbal communication to ensure customer satisfaction.
- Work closely with internal teams (engineering, customer success, and product) to escalate and resolve customer issues efficiently.
- Keep thorough documentation of support interactions and contribute to the internal knowledge base.
- Assist in onboarding new customers, ensuring a smooth adoption of our platform.
- Ensure that your camera is always on during support calls and team meetings for a more personalized customer experience.
Requirements
✅ 2+ years of experience in a Technical Support role, preferably in a B2B SaaS environment.
✅ Proficiency in handling support via calls (previous experience with call-based support is a must).
✅ Strong experience with email-related issues (email deliverability, SMTP, email warm-up, domain authentication, etc.).
✅ Fluent in English (spoken and written) – ability to explain complex technical issues clearly.
✅ Strong troubleshooting skills and ability to diagnose and resolve technical issues effectively.
✅ Ability to work with ticketing systems, live chat tools, and CRM platforms.
✅ Must be comfortable working with a camera on for calls with customers and team members.
✅ Experience with B2B SaaS platforms is a strong advantage.
Work Schedule
- Full-time, remote.
- Monday-Friday: 2 pm - 10 pm Ukrainian time, Sunday - half a day.
- During the first month of training, work hours will be adjusted to align with the team for better learning and collaboration.
What We Offer
- Full-time remote role with a stable schedule.
- Competitive salary based on experience.
- 12 PTO days, 10 sick days, and public holiday recognition.
- Opportunity for professional growth in a fast-growing SaaS company.
- A collaborative and supportive team environment.
