Hybrid Tech Support Agent - B2B SaaS (English)

EverHelp Limited; Union, Northern (NJ, KY); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

20+ vacation days

10 paid sick leaves

Job summary

EverHelp Limited is seeking a Technical Customer Support Agent (English desk) to join an international B2B SaaS project. You will work with international customers, investigate technical issues, troubleshoot product behavior, and collaborate with engineering teams to ensure an excellent customer experience.

The role offers a hybrid collaboration model (remote-first) with occasional presence in Warsaw when required, a clear path for career growth, and a supportive team of specialists focused on

Qualifications

• 6+ months hands-on technical support for a B2B product.
• English B2+ (written and spoken).
• Experience with helpdesk, CRM, or ticketing systems.
• Basic understanding of web technologies and troubleshooting.
• Ability to reproduce issues step by step and document them for engineering teams.
• Ability to read and work with technical information and logs.
• Strong problem-solving and root-cause focus.
• Excellent communication and customer-oriented mindset.
• Attention to detail, ownership, and independence.
• Proactive, eager to learn product tech.

Responsibilities

• Handle and resolve technical customer inquiries via email, chat, and voice.
• Investigate and troubleshoot product issues, including email deliverability, automations, workflows, analytics.
• Reproduce bugs step by step, gather logs, and prepare cases for engineering.
• Escalate complex issues to engineers and track to resolution.
• Maintain high support standards and meet KPIs for response, resolution, quality, and satisfaction.

Skills

Tech support

English B2+

Helpdesk CRM

Web technologies

Issue reproduction

Logging issues

Communication

Independent work

Proactive learning

Tools

CRM systems

Ticketing systems

Analytics tools

Job description

EverHelp Limited is seeking a Technical Customer Support Agent (English desk) to join an international B2B SaaS project. You will work with international customers, investigate technical issues, troubleshoot product behavior, and collaborate with engineering teams to ensure an excellent customer experience.

The role offers a hybrid collaboration model (remote-first) with occasional presence in Warsaw when required, a clear path for career growth, and a supportive team of specialists focused on