Svitla Systems Inc. is looking for a Product Support Specialist for a full-time position (40 hours per week) in Ukraine. Our client is a technology company that specializes in providing Managed Service Providers (MSPs) with a suite of tools to automate and streamline asset lifecycle management, backup monitoring, business intelligence, security, compliance, quoting, and contract management. Serving more than 80 countries, it offers real-time and accurate asset data, ready-made reports to drive insights and budgeting, a revenue opportunity dashboard, extended warranty service coverage, and standardized asset management services, helping customers maximize productivity and gain actionable insights.
Our client values a collaborative and close-knit team environment, often described as “family-like.” This approach encourages strong interpersonal connections, high engagement, and a supportive, informal culture.
Rotating shifts (Including Night Shifts)
— Shifts include night work; all team members are expected to rotate through night shifts.
— Rotating shifts (8 hours/day) to cover 2 AM — 2 PM (winter) / 3 AM — 3 PM (summer) Ukraine time.
— Night shift (starting at 2 AM/3 AM after daylight saving time) Ukraine time.
— Morning shift (starting at 6-7 AM) Ukraine time. * ote — The schedule and shifts will be decided and discussed later. The team will also discuss how often team members will rotate shifts.
Working on multiple projects or combining this role with other jobs is not allowed.
This position requires full commitment to the agreed shift schedule.
Requirements: * 2+ years of experience in a customer success/support role, preferably in a SaaS environment. * Exceptional verbal and written communication skills (you need to be fluent and highly proficient in English). * The ability to empathize with users and quickly grasp their issues. * A good understanding of various IT concepts. * You can enjoy talking about technical concepts, have excellent analytical skills, and be comfortable explaining technically complicated topics simply and elegantly, even in challenging situations. * You like the puzzle of solving open-ended problems. * Adaptive and have no problem constantly learning about a changing technical product, even when it’s a little out of your depth. * You are happy to take on new projects, sometimes involving quickly researching to become a subject matter expert while seeing things through to completion. * You are creative, collaborative, optimistic, communicative, intellectually curious, and clever. * The ability to quickly iterate and improve as a perpetual learner and teacher. * A strong general knowledge of software development. * A strong sense of time management. * Have incredible attention to detail. * A proven ability to multitask, stay organized, and work rapidly in time-critical situations.
Nice to have: * Experience within the MSP industry or the adjacent IT industry. * A proven ability to provide support for multiple technical products at once. * Knowledge of Regular Expression Fundamentals. * Knowledge of basic HTML and Markdown. * An understanding of API fundamentals/interpretation of JSON. * A strong understanding of email deliverability.
Responsibilities: * Spend time interacting with users by email and occasionally by phone. * Optimize documentation and processes that instigate changes to help scale. * Gain unique insights into how tens of thousands of IT professionals operate. * Work closely with internal partner development executives to provide technical and product expertise. * Cooperate with product management and engineering teams to report and champion the resolution of bugs. * Drive the onboarding and adoption of the platform through your interactions with users. * Champion the products by writing technical tutorials, publishing articles, and building inspiring demos. * Document features and best practices, organizing them for discoverability and maintaining quality. * Dream up and implement new ways to deliver, author, and interact with technical content.
We offer * US and EU projects based on advanced technologies. * Competitive compensation based on skills and experience. * Regular performance appraisals to support your growth. * Flexibility in workspace, either remote or in one of our development offices. * Comprehensive medical insurance, including dental and massages. * Personalized learning program tailored to your interests and skill development. * Sport reimbursement program for onsite and online activities. * Bonuses for recommendations of new employees. * Bonuses for article writing, public talks, and other activities. * 20 vacation days, 10 national holidays and 5 sick leaves. * Maternity leave policy and family days off. * Free tech webinars and meetups organized by Svitla. * Welcome and anniversary presents, gifts for children, and more. * Regular corporate events and meetups. * Awesome team, friendly and supportive community!
