Remote Night-Shift SaaS Technical Support Specialist

Adverity; Poland; Remote; PLN 108,000 - 151,000; Full time

Job summary

Adverity is seeking a Service Support Specialist (Night Shift) to assist LATAM customers during 17:00–01:00 local time. You’ll act as a technical expert, driving resolution of complex software issues and partnering with support agents to ensure timely, high-quality customer outcomes.

This full-time remote role is based in Bulgaria or Poland. You’ll work on API and ETL troubleshooting, share best practices, and guide clients toward maximizing product adoption while contributing to knowledge

Qualifications

• 2nd line B2B support experience in a SaaS company.
• Consultative mindset with empathy.
• Excellent written and verbal communication; strong English.
• Experience with Zendesk.
• Excellent prioritisation and multitasking skills.

Responsibilities

• 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.

Skills

English proficiency

Communication skills

Problem solving

Time management

Customer-facing experience

Tools

Zendesk

APIs

ETL

SQL

Job description

Adverity is seeking a Service Support Specialist (Night Shift) to assist LATAM customers during 17:00–01:00 local time. You’ll act as a technical expert, driving resolution of complex software issues and partnering with support agents to ensure timely, high-quality customer outcomes.

This full-time remote role is based in Bulgaria or Poland. You’ll work on API and ETL troubleshooting, share best practices, and guide clients toward maximizing product adoption while contributing to knowledge