Technical Customer Support Agent (English), EU based

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 is a team of professionals, that’s developing outsourcing support services for plenty of products all over the world at a dynamic tempo. The project launched in 2021, and last year we experienced a yearly growth rate of +82%. Since February 2022, we've managed to preserve all our workplaces and, most importantly, we continue to strengthen our team while maintaining an employee satisfaction rate of over 90%.

In 2026, EverHelp received 9 international workplace and employer awards. The company ranked #1 in the Top 30 Inspiring Workplaces in Europe, was named the #1 employer among European companies with 500-4,999 employees, and earned Best-in-Class recognition across 6 categories: Culture & Purpose, Leadership, Inclusion & Belonging, Wellbeing, Employee Voice, and Employee Experience. EverHelp was also named one of the 28 Best Places to Work by Business Intelligence Group - a global award recognizing companies with strong workplace cultures and outstanding employee experience.

Our statement:

• We’re against war and unjustified aggression,

• We evacuated all the teammates and their families from the frontline, helped them find a new place to live and provided financial support,

• We provided the team with charging stations,

• We continue to work together for the future of Ukraine.

As EverHelp strengthens its technical support expertise, we are looking for a Technical Customer Support Agent (English desk) to join an international B2B SaaS project. In this role, you will work with international customers, investigate technical issues, troubleshoot product behavior, and collaborate with engineering teams to ensure an excellent customer experience.

The working schedule is Monday–Friday, 09:00–18:00 CET or 13:00–22:00 CET, including a 1-hour break.

Your future responsibilities include:

• Handling and resolving technical customer inquiries via email, chat, and voice;

• Investigating and troubleshooting product-related issues, including email deliverability, automations, workflows, and analytics;

• Reproducing bugs step by step, gathering relevant technical information and logs, and preparing clear cases for engineering teams;

• Escalating complex technical issues to engineers and following cases through to resolution;

• Maintaining high support standards while meeting key performance indicators related to response time, resolution time, quality, and customer satisfaction.

Needed experience & skills:

• 6+ months of hands-on Technical Support experience with a B2B product;

• English B2+, both written and spoken;

• Experience working with helpdesk, CRM, or ticketing systems;

• Basic understanding of web technologies and technical troubleshooting;

• Ability to reproduce technical issues step by step and clearly document them for engineering teams;

• Ability to understand and work with basic technical information and logs;

• Strong problem-solving skills and genuine interest in investigating issues and getting to the root cause;

• Excellent communication skills and a customer-oriented mindset;

• Strong attention to detail, ownership, and ability to work independently;

• Proactive approach and willingness to continuously learn the technical aspects of a product.

Nice to have:

• Previous experience supporting a B2B SaaS product;

• Basic understanding of APIs and webhooks;

• Experience working with CRM and ticketing platforms.

Work with EverHelp is about:

• 20+ vacation days and 10 paid sick leaves;

• Hybrid collaboration with a remote-first approach, with occasional presence in Warsaw when required by the project;

• A professional team of specialists, ready to share their expertise, along with internal communities and team activities that foster continuous learning and development both within the team and on an individual level;

• Opportunity for career growth, including potential development from Technical Support Agent to Senior Technical Support Agent, Quality Control, or Team Lead roles. 32% of our teammates obtained a new role during their first year of work in our company, and 86% of our Team Leads have been our Customer Support Agents in the past.

Submit your resume and join our team!