Remote SaaS Technical Support Engineer (Contract)

Zohorecruit; Polska; Hybrid; PLN 214,000 - 375,000; Full time

Job summary

Zohorecruit is seeking a hands-on Technical Product Support Engineer to help customers troubleshoot issues for our SaaS products. You will own support cases, run SQL queries, and work with engineering to resolve complex problems.

This fully remote, India-based contractor role requires independent work, excellent communication, and a customer-first mindset. Evening or overnight availability may be needed to support US East time hours.

Qualifications

• 3+ years hands-on technical SaaS support with ownership through resolution.
• Proficiency with Jira and Zendesk including case management and escalation tracking.
• Solid SQL skills to investigate data discrepancies and validate behavior.
• Excellent written and verbal communication; able to explain findings clearly.
• Customer-first mindset with timely follow-through and practical solutions.
• Self-driven, proactive, and able to investigate unfamiliar issues independently.
• Ability to work remotely and coordinate with distributed teams.
• Evening or overnight availability to support US East Time hours.
• Experience with cloud platforms (AWS, Azure, GCP) and their use in projects.

Responsibilities

• Own support cases from triage to resolution.
• Reproduce issues; investigate application behavior, data, logs, and errors.
• Write and execute SQL queries to diagnose issues and confirm fixes.
• Investigate configuration issues, data discrepancies, and potential defects.
• Provide clear customer updates with findings and next steps.
• Escalate complex issues with steps, logs, and impact.
• Collaborate with engineering to validate fixes and confirm resolution.
• Maintain accurate tickets and investigation notes.
• Create/update troubleshooting guides and knowledge base articles.
• Identify recurring issues and suggest product/support process improvements.
• Provide occasional evening or overnight support when needed.

Skills

SQL

Jira

Zendesk

Communication

Customer-first mindset

Independent work

Cloud familiarity

Tools

Confluence

CI/CD

Job description

Zohorecruit is seeking a hands-on Technical Product Support Engineer to help customers troubleshoot issues for our SaaS products. You will own support cases, run SQL queries, and work with engineering to resolve complex problems.

This fully remote, India-based contractor role requires independent work, excellent communication, and a customer-first mindset. Evening or overnight availability may be needed to support US East time hours.