Technical Support Engineer

Ryz Labs; Argentina; On-site; ARS 900,000 - 1,300,000; Full time

Job summary

Ryz Labs is seeking a Technical Support Engineer to own the end-to-end resolution of technical issues for enterprise customers in the US market. You will diagnose, troubleshoot, and coordinate with R&D when needed, guiding users through product gaps and ensuring a smooth onboarding experience.

You will collaborate with enterprise IT teams to configure SSO, identity providers, calendar integrations, and CRM connections, while supporting Mac and Windows desktop deployments across multiple

Qualifications

• Native or near-native English with experience leading calls to US customers.
• Background in technical support or implementation at a B2B SaaS company.
• Hands-on IT with SSO/IdP, user/group management, MDM, and VPNs.
• Strong Mac and Windows troubleshooting, including app installs and OS permissions.
• Experience with CRM administration or integrations (Salesforce, HubSpot).
• Structured debugging approach to separate user error from real bugs using logs and steps.
• Proven ownership of deadlines and follow-ups across multiple accounts.

Responsibilities

• Own incoming technical issues end to end, from first report to resolution.
• Debug issues with internal tools and classify as user error, knowledge gap, or bug.
• Coach users through product gaps to reduce recurring questions.
• Lead onboarding meetings with customer IT, set up SSO and calendar integrations, and manage CRM connections.

Skills

English proficiency

Technical support

SSO / IdP

Mac & Windows troubleshooting

CRM administration

Debugging & reproduction

Deadline ownership

Tools

Okta

Salesforce

HubSpot

MDM

Job description

Technical Support Engineer

Our client is an AI sales coach that provides sales reps with real-time guidance during live calls, pre-call dossiers, and automatic CRM sync. Selling to enterprise sales teams in the US and scaling pilots across a growing list of accounts, the role connects directly with customer IT teams, CRM admins, and end users.

What You’ll Do

Key Responsibilities Technical Support and Triage

• Own incoming technical issues end to end, from first report to resolution.
• Resolve issues directly with the customer or debug them using internal tools, acting as a filter before R&D to classify whether an issue is user error, a product knowledge gap, or a real bug.
• Coach users through product gaps to prevent recurring questions.
• Confirm bugs with certainty and report them to R&D with clear reproduction steps and context.

Technical Onboarding

• Own the technical onboarding of each new pilot, from kickoff to go-live, hitting committed onboarding deadlines.
• Work with enterprise IT to set up SSO and identity provider access (Okta and other IdPs), ensuring pilot users are properly grouped and assigned.
• Secure approvals for calendar integrations (Google Calendar or Outlook) and manage CRM connections with customer CRM admins.
• Handle desktop app rollouts on Mac and Windows, including installation, OS permissions, and compatibility with customer MDM and VPN setups.
• Lead onboarding meetings with customer IT teams, train them on the platform, and troubleshoot any blockers.

Required Experience and Technical Skills

• Native or near-native English, comfortable leading calls with US customers ranging from end users to enterprise IT.
• Experience in a technical support, support engineering, IT, or implementation role, ideally at a B2B SaaS company selling to enterprises.
• Hands‑on IT experience with SSO and identity providers (Okta, Microsoft Entra ID or similar), user/group management, MDM, and VPNs.
• Strong Mac and Windows troubleshooting skills, including desktop app installs, OS-level permissions (mic, screen recording, accessibility), and MDM deployment.
• Experience with CRM administration or integrations (e.g., Salesforce, HubSpot), particularly regarding user permissions and connected apps.
• A structured debugging approach to separate user error from real bugs using logs, reproduction steps, and clear evidence.
• Proven ownership of deadlines and follow‑ups across multiple concurrent customer accounts.

Core Competencies

• Strong customer-facing communication skills with the ability to explain technical concepts plainly to non-technical users as well as speak to enterprise IT admins as peers.
• Methodical and structured approach to debugging and problem‑solving.
• Proactive ownership and accountability over onboarding deadlines and issue resolution.
• Ability to manage and prioritize multiple customer implementations simultaneously.

Nice to Have

• Experience with Google Workspace or Microsoft 365 admin, especially calendar app approvals and OAuth/admin-consent issues.
• Familiarity with enterprise security, IT review processes, and domain allowlisting.
• Basic scripting or log analysis skills for debugging.
• Prior startup experience.