Technical Support Specialist (L2)

Warmy.io is an innovative email deliverability platform that helps businesses optimize their email outreach and achieve higher engagement rates. We work with global B2B SaaS companies, ensuring their email communications land in inboxes, not spam folders.

As we continue to grow, we are looking for a

Technical Support Specialist

based in the to join our team and provide outstanding customer support for our platform users. Job Overview We are seeking an experienced

Technical Support Specialist

to assist customers with troubleshooting, onboarding, and ongoing support related to email deliverability, integrations, and best practices. The ideal candidate has

2+ years of experience in technical support

, preferably in a

B2B SaaS

environment, and is comfortable handling support via both chat and calls. This role requires excellent

English communication skills (both written and spoken)

, strong problem-solving abilities, and a customer-centric approach. Key Responsibilities Provide

technical support via chat, email, and calls

to assist customers with issues related to email deliverability, integrations, and platform usage. Guide customers through

troubleshooting processes

and provide step-by-step solutions. Conduct

screen-sharing sessions

when needed to resolve more complex technical issues. Maintain a

high standard of written and verbal communication

to ensure customer satisfaction. Work closely with internal teams (engineering, customer success, and product) to escalate and resolve customer issues efficiently. Keep thorough documentation of support interactions and contribute to the internal knowledge base. Assist in

onboarding new customers

, ensuring a smooth adoption of our platform. Ensure that your

camera is always on

during support calls and team meetings for a more personalized customer experience. Requirements ✅

2+ years of experience

in a

Technical Support

role, preferably in a

B2B SaaS environment

. ✅

Proficiency in handling support via calls

(previous experience with call-based support is a must). ✅

Strong experience with email-related issues

(email deliverability, SMTP, email warm-up, domain authentication, etc.). ✅

Fluent in English (spoken and written) – ability to explain complex technical issues clearly. ✅

Strong troubleshooting skills

and ability to diagnose and resolve technical issues effectively. ✅

Ability to work with ticketing systems, live chat tools, and CRM platforms

. ✅

Must be comfortable working with a camera on

for calls with customers and team members. ✅

Experience with B2B SaaS platforms

is a strong advantage. Work Schedule Full-time, remote

. Monday-Friday:

2 pm - 10 pm Ukrainian time, Sunday - half a day. During the first month of training, work hours will be adjusted to align with the team for better learning and collaboration. What We Offer Full-time remote role

with a

stable schedule

. Competitive salary

based on experience. 12 PTO days, 10 sick days

, and public holiday recognition. Opportunity for

professional growth

in a fast-growing SaaS company. A collaborative and supportive team environment.