Support Engineer

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. Provide timely and effective technical support through the ticketing system .

Posted 10/30/2026full-timeRemote • KyrgyzstanJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technical support in a B2B SaaS environment, with strong capabilities in troubleshooting, documentation, and collaboration across cross-functional teams. Proficient in managing ticketing systems and enhancing support workflows through continuous improvement initiatives.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting SkillsAPI UnderstandingTicketing Systems ExperienceAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingAPI UsagePostmanPostgreSQLMongoDBTechnical DocumentationKnowledge Base ManagementSLA ManagementData AnalysisIssue Escalation

Soft Skills

Organizational SkillsAttention to DetailCollaborationCommunication SkillsProcess Improvement

Tools & Technologies

JiraZendeskConfluenceTicketing SystemsKnowledge Bases

Industry Keywords

B2B SaaSTechnical SupportCustomer SupportService QualityContinuous Improvement

Tech Stack

Tools & technologies

MongoDBPostgres

About the role

Key responsibilities & impact

Provide timely and effective technical support through the ticketing system
Track, prioritize, resolve, or escalate requests according to established SLAs
Investigate and troubleshoot product-related issues, identify potential causes, gather technical information, and document findings
Handle inquiries about product functionality, API usage, account access, licenses, and other support matters
Collaborate with Development, Product, Sales, and Customer Success to investigate issues, coordinate resolutions, and communicate customer updates
Support customer-facing teams with technical guidance and product information
Maintain and update support documentation, troubleshooting guides, standard operating procedures, and knowledge base articles
Identify recurring issues, product limitations, and customer feedback to support continuous product and process improvement

Requirements

What you’ll need

2+ years of experience in customer or technical support, preferably in a B2B SaaS or technology environment
Ability to troubleshoot technical issues, analyze customer reports, reproduce problems, and collect relevant diagnostic information
Basic understanding of APIs, HTTP requests, and JSON, with hands-on experience in Postman or similar tools
Experience working with ticketing systems (Jira, Zendesk, or similar) and following SLAs
Experience working with technical documentation, knowledge bases, and internal support procedures
Ability to prioritize requests, manage multiple tickets simultaneously, and escalate complex issues effectively
Strong analytical, problem-solving, and organizational skills, with attention to detail
Ability to work independently while collaborating effectively with cross-functional teams, including developers and customer-facing departments
Willingness to identify process improvement opportunities and contribute ideas to enhance support workflows and service quality
English: B2 level or higher, with strong written and verbal communication skills
Practical experience with PostgreSQL and MongoDB for basic data checks
Experience with Confluence and Jira as part of daily support workflows
Russian: B2+ level

Benefits

Comp & perks

Remote-first setup: work from anywhere in the world (excluding Russia and Belarus)
Predictable schedule: full-time, 5/2, with the working day starting around 12:00–13:00 CET/CEST for overlap with the team and customers
Real ownership from day one
A collaborative team with a startup spirit and a clear path to grow
Work on a technically challenging, fast-growing product at the intersection of OSINT, AI, and cyber intelligence
Equal-opportunity, diverse, and inclusive work environment