PRODUCT SUPPORT SPECIALIST

Svitla Systems Inc. is looking for a Product Support Specialist for a full-time position (40 hours per week) in Ukraine. Our client is a technology company that specializes in providing Managed Service Providers (MSPs) with a suite of tools to automate and streamline asset lifecycle management, backup monitoring, business intelligence, security, compliance, quoting, and contract management. Serving more than 80 countries, it offers real-time and accurate asset data, ready-made reports to drive insights and budgeting, a revenue opportunity dashboard, extended warranty service coverage, and standardized asset management services, helping customers maximize productivity and gain actionable insights.

Our client values a collaborative and close-knit team environment, often described as “family-like.” This approach encourages strong interpersonal connections, high engagement, and a supportive, informal culture.

Rotating Shifts/Biweekly Rotation (Including Night Shifts)

• Shifts include night work; all team members are expected to rotate through night shifts.
• Day: 12AM - 9AM PST / 10am - 7pm EEST
• Evening: 2AM -11AM PST / 12pm - 9pm EEST
• Night: 4PM - 1AM PST / 2am - 11am EEST
• Note: Working on multiple projects or combining this role with other jobs is not allowed. This position requires full commitment to the agreed shift schedule.

Requirements

• 2+ years of experience in a customer success/support role, preferably in a SaaS environment.
• Exceptional verbal and written communication skills (you need to be fluent and highly proficient in English).
• The ability to empathize with users and quickly grasp their issues.
• A good understanding of various IT concepts.
• You can enjoy talking about technical concepts, have excellent analytical skills, and be comfortable explaining technically complicated topics simply and elegantly, even in challenging situations.
• You like the puzzle of solving open-ended problems.
• Adaptive and have no problem constantly learning about a changing technical product, even when it’s a little out of your depth.
• You are happy to take on new projects, sometimes involving quickly researching to become a subject matter expert while seeing things through to completion.
• You are creative, collaborative, optimistic, communicative, intellectually curious, and clever.
• The ability to quickly iterate and improve as a perpetual learner and teacher.
• A strong general knowledge of software development.
• A strong sense of time management.
• Have incredible attention to detail.
• A proven ability to multitask, stay organized, and work rapidly in time-critical situations.

Nice to Have

• Experience within the MSP industry or the adjacent IT industry.
• A proven ability to provide support for multiple technical products at once.
• Knowledge of Regular Expression Fundamentals.
• Knowledge of basic HTML and Markdown.
• An understanding of API fundamentals/interpretation of JSON.
• A strong understanding of email deliverability.

Key Responsibilities

• Spend time interacting with users by email and occasionally by phone.
• Optimize documentation and processes that instigate changes to help scale.
• Gain unique insights into how tens of thousands of IT professionals operate.
• Work closely with internal partner development executives to provide technical and product expertise.
• Cooperate with product management and engineering teams to report and champion the resolution of bugs.
• Drive the onboarding and adoption of the platform through your interactions with users.
• Champion the products by writing technical tutorials, publishing articles, and building inspiring demos.
• Document features and best practices, organizing them for discoverability and maintaining quality.
• Dream up and implement new ways to deliver, author, and interact with technical content.

WE OFFER

• US and EU projects based on advanced technologies.
• Competitive compensation based on skills and experience.
• Regular performance appraisals to support your growth.
• Flexibility in workspace, either remote or in one of our development offices.
• Comprehensive medical insurance, including dental and massages.
• Personalized learning program tailored to your interests and skill development.
• Sport reimbursement program for onsite and online activities.
• Bonuses for recommendations of new employees.
• Bonuses for article writing, public talks, and other activities.
• 20 vacation days, 10 national holidays and 5 sick leaves.
• Maternity leave policy and family days off.
• Free tech webinars and meetups organized by Svitla.
• Welcome and anniversary presents, gifts for children, and more.
• Regular corporate events and meetups.
• Awesome team, friendly and supportive community!