Senior Technical Support – US Market

Ubeya

Technical Support Specialist providing advanced support for US clients in a fast-growing SaaS company. Troubleshooting technical issues and collaborating with product and engineering teams.

Posted 6/23/2026full-timeNew York City • New York • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Provide advanced technical support for US-based customers during assigned shifts.
Investigate and resolve complex product and technical issues.
Analyze logs, system behavior, APIs, and platform workflows to identify root causes.
Own customer issues from investigation through resolution.
Communicate with customers via email, phone, and Zoom when needed.
Collaborate closely with Product, R&D, Customer Success, and Operations teams.
Reduce escalations by solving issues within the Support team whenever possible.
Create high-quality technical escalations when Engineering involvement is required.
Document solutions, share knowledge, and contribute to team best practices.
Mentor and support other team members in their professional and technical growth.

Requirements

What you’ll need

Minimum 2 years of experience in Tier 2, Tier 3, Technical Support, or Product Support within a SaaS environment.
Strong technical troubleshooting and problem-solving skills.
Experience reading logs, investigating system behavior, and identifying root causes.
Technical background with the ability to understand software architecture, integrations, APIs, and code-related concepts.
Excellent written and verbal communication skills in English.
Strong interpersonal skills and the ability to build trust with customers and colleagues.
Self-motivated, proactive, and comfortable working independently.
Ability to manage multiple priorities while maintaining a calm, positive, and customer-focused approach.
Experience with Intercom and Linear - an advantage.

Benefits

Comp & perks

Health insurance
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingproblem-solvinglog analysissystem behavior investigationroot cause analysissoftware architectureAPI understandingintegrationsSaaS

Soft Skills

communicationinterpersonal skillstrust buildingself-motivationproactivityindependencemulti-priority managementcalmnesspositivitycustomer focus