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Ryz Labs
Ryz Labs
11 – 50 Angajați
ConsultanțăLogisticăMarketing
Ryz Labs construiește startupuri de la zero și ajută companiile în creștere să își extindă operațiunile. Activă în domeniile consultanței, logisticii și marketingului, compania oferă soluții pentru atragerea talentelor tehnice, concepute pentru a sprijini afacerile emergente pe măsură ce dezvoltă produse, își consolidează echipele și concurează pe piețe aflate într-o evoluție rapidă.
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Technical Support Engineer, Argentina (Remote)

Provide technical support for Othello, an AI sales coach with real-time call guidance and CRM synchronization. Lead customer troubleshooting, SSO integrations, and pilot onboarding.

ARArgentinaRemoteNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăInginer de suport

Descriere

  • Act as the technical link between customers and R&D.
  • Take technical issues from initial report through resolution.
  • Resolve customer problems directly or investigate with internal tools before escalating to R&D.
  • Identify whether issues stem from user error, product knowledge gaps, or software defects.
  • Help users navigate product limitations to reduce repeat questions.
  • Verify defects and send R&D reproduction steps and relevant context.
  • Lead each pilot’s technical onboarding from kickoff through launch.
  • Configure SSO and identity provider access with enterprise IT teams, including Okta and other providers.
  • Obtain approvals for Google Calendar and Outlook integrations.
  • Coordinate CRM connections with customer CRM administrators.
  • Deploy Mac and Windows desktop apps, addressing OS permissions, MDM, and VPN compatibility.
  • Run onboarding sessions, train customer IT teams, and resolve rollout blockers.
  • Support customer IT teams, CRM administrators, and end users across the US, escalating complex issues to the CTO as needed.

Cerințe

  • Native or near-native English proficiency and confidence leading calls with US customers, from end users to enterprise IT teams.
  • Experience in technical support, support engineering, IT, or implementation, ideally with enterprise B2B SaaS.
  • Practical IT experience with SSO and identity providers such as Okta or Microsoft Entra ID, user and group management, MDM, and VPNs.
  • Strong Mac and Windows troubleshooting skills, including desktop installation, operating system permissions for microphone, screen recording, and accessibility, and MDM deployment.
  • Experience administering or integrating CRMs such as Salesforce or HubSpot, especially user permissions and connected apps.
  • Structured debugging skills to distinguish user error from defects using logs, reproduction steps, and clear evidence.
  • Track record of managing deadlines and follow-ups across multiple customer accounts.
  • Strong customer communication, including explaining technical topics to nontechnical users and working effectively with enterprise IT administrators.
  • Methodical approach to debugging and problem-solving.
  • Proactive ownership of onboarding timelines and issue resolution.
  • Ability to manage and prioritize several customer implementations at once.
  • Google Workspace or Microsoft 365 administration experience, particularly calendar integration approvals and OAuth or admin consent issues (preferred).
  • Familiarity with enterprise security reviews, IT processes, and domain allowlisting (preferred).
  • Basic scripting or log analysis skills for debugging (preferred).
  • Startup experience (preferred).

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