Technical Support Engineer

MWDN Ltd.; United States; Remote; USD 10,000 - 15,000; Full time

Benefits offered by this job

29 days PTO

Recovery days

Contractor legal and financial support

Free English classes

Dedicated HR support

Job summary

MWDN Ltd. is seeking a technical support/implementation specialist to own customer issues end to end, from kickoff through resolution. You will coordinate onboarding with enterprise IT, set up SSO and identity access, and ensure CRM permissions align with user roles.

Join a global IT outstaffing company building AI-powered, enterprise SaaS solutions. The role emphasizes strong English communication, problem solving, and cross-functional collaboration in a fast-paced environment.

Qualifications

• Native or near-native English required for calls with US-based customers.
• Experience in technical IT support, IT or implementation roles.
• Ability to troubleshoot IT environments including SSO, MDM, VPNs and identity access.
• Experience with CRM platforms (Salesforce or HubSpot) and user permissions.
• Structured debugging approach and strong attention to reproduction steps.

Responsibilities

• Own incoming technical issues end to end, from first report to resolution.
• Debug issues using internal tools or with the customer, as needed.
• Coordinate onboarding with customer IT and ensure proper access and groups.
• Lead onboarding meetings and train customers on the platform for integration.
• Escalate to R&D with clear reproduction steps when bugs are found.

Skills

English fluency

IT troubleshooting

Coherent customer communication

Onboarding & training

IT support experience

Tools

Okta/Entra ID

MDM

Salesforce

HubSpot

CRM administration

Job description

Location: Romania

Description

MWDN is a global IT outstaffing company with 23+ years of experience that connects exceptional tech talent with leading companies across Israel, the USA, Great Britain, and Western Europe. We offer opportunities to work on international products in a stable and professional environment.

Why does MWDN rock?

Here’s what you can expect when you join MWDN:

• Security: We carefully vet our clients to minimize risks and ensure reliability and timely payments - no fraud or unpleasant surprises.
• Career support: If a project isn’t the right fit, we support you and actively help find new opportunities that match your skills and career goals.
• Legal assistance: We provide guidance on legal matters, including opening and managing your independent contractor or sole proprietorship status, taxes, and related processes.
• Professional development: We offer English courses and professional growth opportunities, as well as team-building events.

Why choose us? MWDN is ranked among the top 5 IT employers in our region according to DOU. We take pride in our transparency and strong commitment to our team. Curious to learn more? See what our employees say about working with us on DOU.

What is your new project?

• Domain: AI-powered sales co-pilot
• Location: Israel, USA
• Company size: up to 10 employees
• Founded in: 2025

What makes this project exciting?

Join a forward-thinking technology company building intelligent systems that transform how people interact with digital experiences. Focused on the next generation AI-driven applications, the company develops advanced solutions powered by large language models and real-time decision-making to create responsive, adaptive platforms.

If you're passionate about building cutting-edge AI systems and want to help shape technology that can reason, adapt, and communicate instantly, this is an opportunity to contribute to a platform redefining intelligent interaction.

What makes you a great fit

• Native or near-native English, comfortable leading calls with US customers, from end users to enterprise IT
• Hands-on IT experience: SSO and identity providers (Okta, Microsoft Entra ID or similar), MDM, VPNs, and user and group management
• Strong Mac and Windows troubleshooting, including desktop app installs and OS-level permissions
• Experience with CRM administration or integrations (e.g. Salesforce, HubSpot), especially user permissions
• A structured debugging approach: you can separate user error from a real bug and back it up with evidence
• Ownership of deadlines and follow-ups across multiple customers at once
• Experience in a technical support, support engineering, IT or implementation role, ideally at a B2B SaaS company selling to enterprises.

Nice to have

• Experience with Google Workspace or Microsoft 365 admin, especially calendar app approvals
• Familiarity with enterprise security and IT review processes
• Basic scripting or log analysis skills for debugging
• Startup experience.

Your day-to-day in this position

• Own incoming technical issues end to end, from first report to resolution
• Resolve issues directly with the customer, or debug them using our internal tools
• Act as the filter before R&D: decide whether an issue is user error, a product knowledge gap, or a real bug
• Coach users through product gaps so the same question doesn't come back
• When it's a bug, confirm it with certainty, then report it to R&D with clear reproduction steps and context
• Own the technical onboarding of each new pilot, from kickoff to go-live
• Work with the customer's enterprise IT to set up SSO and identity provider access (Okta and other IdPs), including making sure every pilot user is in the groups allowed to access
• Handle desktop app rollout on Mac and Windows: installation, OS permissions, and compatibility with the customer's MDM and VPN setup
• Own CRM connection and onboarding, including working with the customer's CRM admin to make sure users have the right permissions
• Lead onboarding meetings with customer IT teams and train them on the platform so they can complete the integration
• Troubleshoot anything that blocks onboarding, and elevate to the CTO when needed
• Drive follow-ups with customer stakeholders and hit the onboarding deadline committed for each customer.

Why work with us?

• People-first management with minimal bureaucracy
• A friendly company culture, proven by employees who choose to return
• Flexible working hours
• 29 days of PTO (18 working days per year pluse all national holidays)
• 10 paid recovery days
• Full financial and legal support for independent contractors
• Free English classes, with native speakers or Ukrainian teachers
• Dedicated HR support