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)