Customer Support Specialist (SaaS)
Customer Support Specialist (SaaS) WorkTime
About WorkTime
WorkTime is a SaaS company providing a non-invasive employee monitoring and productivity platform that is fully GDPR & HIPAA compliant. Our solution helps businesses gain actionable insights while maintaining transparency and trust.
We are looking for a Middle Technical Support Specialist who will act as a bridge between our customers and the product/engineering teams.
Responsibilities
Provide high-quality technical support for the WorkTime platform via email and chat.
Communicate with customers in strict accordance with company standards and customer service guidelines.
Investigate, reproduce, and resolve complex user issues regarding platform operation, basic system configurations, and integrations.
Prepare clear, structured bug reports and feature requests for the development team.
Work closely with Engineering, QA, and Product teams to resolve incidents efficiently.
Assist customers with technical onboarding and setup inquiries.
Maintain and contribute to internal and external documentation and knowledge base articles.
Requirements
2+ years of experience in Technical Support / Product Support (L2) in a SaaS environment.
English level B1 or higher (written).
Strong analytical thinking and attention to detail.
Good general understanding of modern web applications and SaaS architecture.
Basic understanding of APIs and general technical concepts required to troubleshoot web services.
Strong ability to analyze issues logically and find root causes.
Excellent communication skills: ability to explain technical concepts to non-technical users clearly and professionally.
Nice to Have
Experience with B2B SaaS platforms.
Familiarity with data privacy concepts (GDPR, HIPAA) or employee analytics/productivity tools.
Experience interacting with internal engineering or QA teams.
What We Offer
Competitive salary in USD based on experience.
Hybrid work model: 4 days in the Kyiv office, 1 day remote.
Highly professional, result-oriented environment.
Stable, growing company with 20+ years on the market.