Technical Support Engineer

About the role

The Technical Support Engineer is the frontline between customers and the R&D team for an AI sales‑coach platform. You will resolve technical issues and lead the technical onboarding of new pilots, ensuring timely go‑live for enterprise sales teams in the US.

Key responsibilities

• Own incoming technical issues from first report to resolution, debugging with internal tools and filtering before R&D.
• Coach users to prevent recurring questions and confirm bugs with clear reproduction steps for R&D.
• Manage technical onboarding of each pilot, meeting deadlines and coordinating with enterprise IT.
• Set up SSO and identity‑provider access (Okta, Microsoft Entra ID or similar), secure calendar integration approvals, and handle CRM connections.
• Deploy desktop apps on Mac and Windows, addressing OS permissions, MDM, and VPN compatibility.
• Lead onboarding meetings, train customer IT teams, and troubleshoot blockers.

Required profile

• Native or near‑native English with experience leading calls with US customers.
• Background in technical support, support engineering, IT, or implementation at a B2B SaaS company.
• Hands‑on experience with SSO, identity providers, user/group management, MDM, and VPNs.
• Strong Mac and Windows troubleshooting skills, including desktop app installs and OS‑level permissions.
• Experience with CRM administration or integrations such as Salesforce or HubSpot.
• Methodical debugging approach and proven ability to meet multiple concurrent deadlines.

Required skills

• Okta or similar SSO platforms
• Microsoft Entra ID or comparable identity provider
• MDM and VPN configuration
• Mac and Windows desktop troubleshooting
• Salesforce and HubSpot CRM administration
• Google Workspace or Microsoft 365 admin basics