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Helpware

Technical Support Engineer

Helpware Ukraine

Outsourcing/Offshoring · 1,001-5,000 employees

Oct 07
Remote support-engineer Mid (2-5 yrs) Full-time Ukraine
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About the role

Provide hands-on technical support for a SaaS platform by troubleshooting complex client issues, integrations, and APIs. Collaborate with internal teams including Engineering and Product to resolve technical problems and maintain documentation.

What they look for

Technical Support HTML CSS JavaScript SQL XML APIs Troubleshooting Data Analysis Quality Assurance Technical Documentation Problem-solving Analytical Skills Communication

Requirements

Requires 2+ years of experience in technical or application support with strong practical knowledge of HTML, CSS, and JavaScript. Candidates must possess excellent analytical skills and the ability to explain technical concepts clearly in English.

Full description

We are looking for a Technical Support Engineer to provide hands-on technical support for a SaaS platform and work closely with clients and internal technical teams.

Key Responsibilities:

  • Provide technical support and troubleshoot complex client issues.
  • Troubleshoot integrations, APIs, data feeds, and client-side applications.
  • Work with HTML, CSS, and JavaScript.
  • Analyze data to identify and resolve technical issues.
  • Collaborate with Engineering, Product, Customer Success, and other teams.
  • Perform testing and quality assurance for client solutions.
  • Maintain and update technical documentation.

Requirements:

  • 2+ years of experience in Technical Support, Application Support, or Support Engineering.
  • Strong practical knowledge of HTML, CSS, and JavaScript — mandatory.
  • Knowledge of SQL, XML, and APIs is a plus.
  • Strong problem-solving and analytical skills.
  • Ability to explain technical concepts clearly to both technical and non-technical stakeholders.
  • Good English communication skills.
  • We are looking for a technical support professional, rather than someone with a purely Customer Service or Tier 1 Support background.
  • No voice/phone support is required.
  • English — B2+

Working Hours:

  • The role follows US Central Time.
  • Two schedule options are available:• 8:00 AM-4:00 PM CST (16:00−00:00 Kyiv time)
  • 9:00 AM-5:00 PM CST (17:00−01:00 Kyiv time)
  • The exact working hours will be agreed upon with the candidate

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