Service Support Specialist

About this job

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 English is required. • Experience with support ticketing systems such as Zendesk. • Excellent prioritisation and multitasking skills, with the ability to manage real-time workloads effectively. Nice to have: • Exposure to web technologies and related stacks (API, ETL, SQL), with confidence troubleshooting technical integrations. • Experience with ETL / data analytics platforms. Why you'll love it here: • Internal shares program (EDPP) • Budget for job relevant training • Sustainable merch for all employees • Adverity Social Responsibility Days (+2 days paid off) Are you ready to apply? The base salary we offer for this position is €25,000.00 - €35,000.00 per year depending on location and experience. Apply now if you are ready to revolutionise the way businesses work with marketing data. We look forward to meeting you!