Overview
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. Consulta
Full job description
Description
Full Job Description
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!
Qualifications And Requirements
Mid-Senior level
Requirements & qualifications
Mid-Senior level
Tips for this job
Practical Job and Scholarship guidance. These tips do not replace official rules or create new eligibility requirements.
- Tailor the CV and application to the responsibilities and required skills stated on the official employer page.
- Use concrete evidence of relevant work, projects and measurable results rather than generic claims.
- Confirm location, work authorization, remote restrictions and sponsorship terms before applying.
- Apply through the original employer or official recruitment destination shown on this page.
Verification notes
Discovered directly from the employer’s public Workable account endpoint with details=true where supported. Public description, responsibilities, requirements and benefits were normalized into complete candidate-facing sections. Complete structured details were extracted from the public authoritative source while preserving the original application link.
Job and Scholarship is the discovery and verification layer. Confirm eligibility, dates, salary/funding and application instructions on the original source before submitting anything.
Adverity Careers ↗Browse current Job and Scholarship listings from Adverity Careers →
