Technical Support Agent- SaaS & Integrations

Role Overview

You will be the person our customers turn to when email stops arriving, calendars stop syncing, or an integration quietly breaks. Each day brings a mix of conversational voice calls and written tickets, but the core task stays the same: trace the symptom to its true source, whether it lives inside a mailbox provider, an authentication layer, a desktop client, or the bridge between our platform and a third-party service. By resolving these issues with precision and teaching customers what happened along the way, you protect both the customer experience and the reliability of the product itself.

Key Responsibilities

• Investigate and resolve support cases involving Gmail, Outlook, Apple Mail, iCloud, calendar tools, and common platform integrations.
• Determine the true point of failure by testing and comparing account settings, permissions, authentication states, and synchronization behavior across systems.
• Walk customers through detailed recovery steps, including re-authentication, disconnecting and reconnecting accounts, adjusting configuration options, and clearing sync errors.
• Adapt your explanation style for each customer so non-technical users feel supported while more experienced users get the precise technical details they need.
• Research unfamiliar or unusual issues using product documentation, video walkthroughs, internal knowledge bases, and available engineering resources.
• Maintain complete, accurate notes on every troubleshooting path and resolution so future cases can be resolved faster.
• Take personal ownership of each ticket from first contact to final confirmation, escalating to engineering only when you have proof of a deeper platform defect.

Requirements & Qualifications

• Professional fluency in English (C1 or equivalent), with clear speaking skills for live phone support and strong writing skills for email and chat.
• A diploma or degree in IT, Information Systems, Computer Science, or a closely related field.
• Hands-on experience in technical support within a SaaS, software, or other technology-driven environment.
• Working knowledge of how Gmail, Outlook, Apple Mail, iCloud, and calendaring systems behave when connected to third-party platforms—including typical failure points during setup, authentication, and synchronization.
• Comfort with advanced technical concepts such as account permissions, OAuth-based connections, mail server settings, configuration profiles, and sync protocols.
• Strong logical reasoning skills and a systematic approach to isolating root causes without guessing.
• Confidence in explaining technical problems and solutions out loud, without leaning heavily on jargon.

Highly preferred:

• Practical experience troubleshooting Apple-specific environments, including Apple Mail, iCloud accounts, Apple system settings, and email/calendar synchronization on Apple devices.

Nice to have:

• Proficiency with iOS and macOS, or access to Apple hardware like an iPhone or Mac to reproduce customer scenarios.
• Experience supporting mail and calendar synchronization across multiple operating systems and third-party integrations.
• Familiarity with common authentication models, including OAuth, and typical email configuration pitfalls.

What We Offer / Why Join

This is a fully remote role, so you can structure your day around real work rather than a commute. You will be surrounded by a supportive, high-performing team that values clear communication and personal growth, while working with international clients who expect a high standard of service. Structured training gets you up to speed quickly, and the fast-paced environment gives you regular chances to learn from colleagues who are already excellent at what they do—making this a strong opportunity to sharpen both your technical skills and your troubleshooting judgment.