Service Support Specialist

We are looking for a Service Support Specialist (Night Shift), who will support our customers during LATAM business hours (17:00 – 01:00 Local Time). You will act as a technical expert during your shift, driving resolution of complex software issues and partnering with support agents to ensure timely, high-quality customer outcomes. This is a full-time night shift position based remotely in Bulgaria or Poland. Some of the things you’ll work on: Technical Support & Knowledge Sharing: Perform ticket audits and deliver hands-on support for complex API and ETL troubleshooting. Share best practices and insights to help agents continuously improve their approach. Advanced Troubleshooting: Actively own and resolve complex customer cases via email and video calls. You will deep-dive into product usage, operational matters, and technical integrations (APIs) to provide tailored solutions. Consultative Partnership: Act as a solution partner for clients, analysing usage patterns and helping them maximise product adoption through guidance on best practices. Knowledge Management: Identify recurring trends during the night shift to refine help documentation and validate the accuracy of AI-powered support tools. We’re excited if you have: Previous experience in a 2nd line B2B support role within a SaaS product company. A consultative mindset with genuine empathy. Outstanding written and verbal communication skills, with the ability to build trust and rapport. Strong proficiency in English is required. Experience with support ticketing systems such as Zendesk. Excellent prioritisation and multitasking skills, with the ability to manage real-time workloads effectively. Nice to have: Exposure to web technologies and related stacks (API, ETL, SQL), with confidence troubleshooting technical integrations. Experience with ETL / data analytics platforms. Why you'll love it here: Internal shares program (EDPP) Budget for job relevant training Sustainable merch for all employees Adverity Social Responsibility Days (+2 days paid off) Are you ready to apply? The base salary we offer for this position is €25,000.00 - €35,000.00 per year depending on location and experience. Apply now if you are ready to revolutionise the way businesses work with marketing data. We look forward to meeting you!