Role overview Svitla Systems Inc. is looking for a Product Support Specialist for a full-time remote 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.
You’ll provide exceptional support for the product ecosystem, including Lifecycle Manager, Lifecycle Manager X, ControlMap, Quoter, Backup Radar, and IT Asset Disposal services. You will work directly with Managed Service Providers (MSPs) using the company’s products, helping them troubleshoot issues, configure integrations, optimize workflows, and fully realize the platform’s value.
What We Offer: * Opportunity to work with leading-edge SaaS products used by MSPs worldwide. * Collaboration with a highly skilled product, engineering, and support team. * Training on the product ecosystem, MSP tooling, compliance frameworks, and backup solutions.
3. Shift 3 — 2 weeks. Night: 4PM — 1AM PST / 2AM — 11AM EEST Requirements * 2+ years of experience in Technical Support, Helpdesk L2, SaaS support, or similar role. * Strong understanding of technical support lifecycle and incident management lifecycle. * Experience with APIs, web integrations, authentication methods (OAuth, API keys), and troubleshooting data flow issues. * Understanding of backup systems and monitoring tools. * Ability to analyze problem, interpret data, and perform conclusions. * Good English communication skills — verbal and written. * Strong problem-solving ability and a proactive, customer-first mindset. * Experience with support tools such as Zendesk, Freshdesk, Jira, or similar. * Experience with slack, confluence, * Good understanding of AI-based tools (chatgpt, gemini or other), experience in validating and usage.
Responsibilities * Deliver Tier 1–2 technical support for the full suite of SaaS products. * Troubleshoot and resolve issues related to platform functionality, integrations (RMM, PSA, quoting, backup tools), data synchronization, automation, and account configuration. * Support MSP partners with onboarding, adoption, best practices, and optimization of workflows. * Handle incoming support tickets, maintain SLA targets, and provide accurate documentation of issues and resolutions. * Identify, document, and escalate bugs, recurring incidents, or product gaps to Engineering and Product teams. * Produce and maintain knowledge base articles, troubleshooting guides, and internal runbooks. * Provide clear, concise explanations of technical issues to both technical and non-technical stakeholders. * Contribute to continuous improvement by analyzing ticket trends and recommending product or process enhancements.
Nice to have * Previous experience supporting MSP-focused SaaS products. * Background in Customer Success or onboarding. * Familiarity with AWS or Azure SaaS architecture principles. * Scripting knowledge (PowerShell, Python) for integration or automation troubleshooting.
Success Metrics (KPIs) * SLA compliance for First Response Time and Resolution Time. * Customer Satisfaction (CSAT) scores. * Ticket backlog and quality of documentation. * Reduction in escalations due to improved first-contact resolution. * Number and quality of internal/external knowledge articles created. * Contribution to root-cause analysis and issue prevention.
Why join Svitla Svitla Systems is a global digital solutions company headquartered in the U.S. and operating across the Americas, Europe, Asia, and APAC. Since 2003, we have served a wide range of clients — from innovative start-ups to Fortune 500 companies. Our success is built on partnership. By integrating seamlessly with clients’ teams, we create lasting collaborations that drive real results. We are strong advocates of workplace flexibility, remote culture, individual approach to professional and personal growth.
Our global mission is to build a business that contributes to wellbeing of our partners, personnel, and their families, improves our communities, and makes a lasting difference in the world. Together, we are coding a brighter tomorrow — and living it.
