Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Providing high-quality technical support for hospitality and foodservice software solutions with an accent on troubleshooting API integrations and data discrepancies. Focus on resolving complex tickets via SQL and script analysis while collaborating closely with development teams to ensure system reliability.

Location: Must be based in Bulgaria, Georgia, Lithuania, Moldova, Poland, or Romania with availability up to 9 PM CET.

Company

Technology leader providing innovative software solutions for the restaurant, foodservice, and hospitality industries.

What you will do

• Solve platform issues and maintain transparent communication with customers regarding ticket status.
• Troubleshoot technical issues using internal diagnostic tools and logs.
• Translate complex technical findings from development teams into clear, non-technical explanations for clients.
• Analyze data discrepancies across multiple systems to verify accuracy and resolve customer inquiries.
• Optimize dynamic SQL scripts to ensure data integrity and support enterprise-level reporting.
• Collaborate with product teams (Connex, CIS, API, Insights) to research and resolve escalated reported issues.

Requirements

• 3-5 years of remote application support experience.
• 2-4 years of customer-facing experience.
• Must be based in Bulgaria, Georgia, Lithuania, Moldova, Poland, or Romania.
• English: Upper-Intermediate (B2) level required.
• Availability to work until 9 PM CET.
• Strong technical skills: Advanced SQL, Intermediate Python/JSON, and basic Java/JavaScript/XML/REST API knowledge.

Nice to have

• Prior experience with POS systems like Toast, Aloha, Brink, or Simphony.
• Knowledge of Jira, Confluence, and Zendesk.
• Experience with Snowflake, AWS, and Airtable.
• Background in the restaurant, convenience store, or grocery industry.

Culture & Benefits

• Comprehensive technical and professional training programs.
• Flexible work arrangements with remote and hybrid options.
• Access to an internal startup incubator.
• Health insurance and sports activity programs.
• English language courses and mentorship opportunities.