Service Support Specialist

We are looking for a Service Support Specialist (Night Shift), who will support our customers during LATAM business hours (17:00 – 01:00 Local Time). You will act as a technical expert during your shift, driving resolution of complex software issues and partnering with support agents to ensure timely, high-quality customer outcomes. This is a full-time night shift position based remotely in Bulgaria or Poland. Some of the things you’ll work on: Technical Support & Knowledge Sharing: Perform ticket audits and deliver hands-on support for complex API and ETL troubleshooting. Share best practices and insights to help agents continuously improve their approach. Advanced Troubleshooting: Actively own and resolve complex customer cases via email and video calls. You will deep-dive into product usage, operational matters, and technical integrations (APIs) to provide tailored solutions. Consultative Partnership: Act as a solution partner for clients, analysing usage patterns and helping them maximise product adoption through guidance on best practices. Knowledge Management: Identify recurring trends during the night shift to refine help documentation and validate the accuracy of AI-powered support tools. We’re excited if you have: Previous experience in a 2nd line B2B support role within a SaaS product company. A consultative mindset with genuine empathy. Outstanding written and verbal communication skills, with the ability to build trust and rapport. Strong proficiency in Englis