Revenue Grid is a revenue intelligence platform that helps businesses identify and prevent revenue leaks at any stage of the revenue generation process. It does this by automatically capturing relevant sales activities, analyzing data with AI, supporting improvements to sales processes, and measuring the effectiveness of those changes.
Built natively on Salesforce, Revenue Grid covers the full sales cycle (from the first touchpoint to closing and upselling) helping teams analyze, execute, and optimize their growth strategies.
We are a US-Ukrainian software product company headquartered in the United States and globally recognized for our enterprise integration solutions.
Role Overview
We are looking for a Technical Advisor / L2 Technical Support Engineer who will primarily support the SAP Cloud for Customer (C4C) Server-Side Integration project.
Depending on workload and the duty schedule, you will also provide cross-coverage for the Revenue Grid for Salesforce product, including direct communication with customers.
You will act as the second line of technical support: taking escalated or unclear technical issues, reproducing them, collecting and analyzing relevant evidence, identifying the root cause, and either resolving the issue independently or preparing a complete escalation package for the Development team.
This role is a strong fit for someone who enjoys investigating complex technical issues, working directly with customers, and understanding how integrations behave across different systems.
Responsibilities * Provide L2 technical support for the SAP C4C SSI for Groupware product line, including Outlook Add-In, background Server Sync, and Admin UI. * Process tickets escalated from L1 and partner support teams: reproduce issues, determine their scope (single user, tenant-wide, or cross-tenant), and drive investigations to root cause. * Analyze browser-side evidence for interactive issues, including HAR traces, browser console output, request/response payloads, and HTTP status codes. * Investigate background synchronization issues by analyzing sync job logs and sync dumps and tracing items through the synchronization flow. * Troubleshoot mailbox authentication and provisioning scenarios, including delegated/user-level and application-only access, Microsoft Graph and legacy EWS, OAuth consent, admin approval, 401/403 errors, and auto-provisioning failures. * Investigate application telemetry in Azure Application Insights and correlate backend events with customer-reported timestamps. * Review and adjust tenant and user configuration in the Admin UI and validate settings against expected product behavior. * Prepare complete escalation packages for L3 / Development, including a clear issue description, consistent evidence, exact timestamps with time zones, expected vs actual behavior, and troubleshooting steps already completed. * Meet response and resolution SLAs based on ticket priority (Critical / Severe / Medium / Low). * Identify recurring issues and convert them into knowledge base articles, troubleshooting guides, and reusable response templates. * Report product bugs and improvement requests to Product and R&D teams based on reproducible evidence. * Provide cross-coverage for Revenue Grid for Salesforce during peak workload and duty days, including Ukrainian public holidays. * Communicate directly in English with partner support teams and enterprise customers, both in writing and during technical calls.
Required Skills * 5+ years of experience in technical support within a software product company. * Excellent spoken and written English for daily communication with international partner teams and enterprise customers. * Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience. * Strong analytical, troubleshooting, and problem-solving skills with the ability to work from evidence to root cause rather than from assumptions. * Hands-on experience supporting web-based applications, including browser developer tools, Network/HAR analysis, and console error interpretation. * Experience investigating and interpreting application logs. * Practical understanding of Microsoft 365 / Exchange / Outlook, including mail and calendar data, mailbox permissions, and modern authentication concepts such as OAuth. * Familiarity with REST and SOAP APIs, JSON and XML data formats, and basic SQL. * Experience with ticketing and documentation tools such as Salesforce Service Cloud, ServiceNow, Jira, Zendesk, Freshdesk, or similar. * Ability to create and maintain technical documentation and user-facing materials in English. * Readiness to work within an 8-hour schedule overlapping with EU and US customer hours. * Product- and customer-focused mindset with strong ownership of the issues you handle.
Nice to Have * Experience with SAP Cloud for Customer (C4C), SAP CRM, or another enterprise CRM or ERP platform. * Experience with the Salesforce platform. * Experience supporting Outlook web add-ins or Chrome extensions. * Hands-on experience with Microsoft Graph API and/or Exchange Web Services (EWS). * Experience with Microsoft Azure, Azure Application Insights, and KQL. * Experience with Google Workspace integrations, including Gmail and Google Calendar. * Experience in B2B or enterprise SaaS support, especially in OEM or partner-facing support models. * Familiarity with AI-powered tools such as Claude Code and their use in technical support workflows.
Working Conditions & Perks * Remote work with a flexible 8-hour schedule within the 11:00 AM-11:00 PM Kyiv time window. Start and finish times can be adjusted by prior agreement. * Participation in a duty rotation covering Ukrainian public holidays when the partner’s and customers’ business days continue as usual. Duty days are compensated for. * Primary assignment to the SAP C4C project, with cross-coverage for Revenue Grid for Salesforce depending on workload and the duty schedule. * A friendly, informal, and knowledge-sharing environment with strong technical expertise within the team. * Opportunity to work on enterprise-grade integrations used by global companies and collaborate directly with a major international technology partner. * Professional growth opportunities toward L3 support, Technical Account Management, or product-side roles. * Competitive salary and performance-based bonuses. * Unlimited paid vacation and unlimited paid medical leave. * Partially or fully covered professional training and certifications when relevant to the role.
