Support Engineer

****THIS IS A REMOTE POSITION ONLY**** ****TO BE CONSIDERED, PLEASE SEND A 2-MINUTE VIDEO INTRODUCING YOURSELF TO [email protected] **** WHO WE ARE: Alia Services is one of the renowned recruitment and payroll services companies that operate remotely. We offer one-window solutions for entrepreneurs, small and medium enterprises, companies, corporates, and candidates. With us, a company can shape its organizational goals and objectives into reality by acquiring exceptional human capital with an easy and fast-paced recruitment process. WHAT DO WE PROVIDE? Full-time positions with the potential for overtime 100% remote jobs Competitive compensation package. An inclusive, fast-paced, exciting environment culture offering accelerated professional growth. 1-on-1 coaching with feedback sessions, mentorships, and leadership development programs. Opportunities for cross-functional development About the Role Alia Services is recruiting on behalf of a fast-growing global SaaS company that provides a digital workplace and operational platform for enterprise customers. The company is expanding its customer-facing team and is looking for an Offshore Customer Support Specialist to join the Support team. This role involves working 9-hour shifts and supporting our global customers. What You’ll Do Support customers in using the clients platform effectively Respond to support requests via email, chat, calls, or portal Troubleshoot issues or escalate when needed Keep customers informed and updated Identify and report bugs to internal teams Follow up on issues to ensure resolution Collaborate with Customer Success and Implementation teams Help improve our Help Center and internal resources What We’re Looking For At least 2 years of experience in Customer Support (SaaS or technical support preferred) Strong communication skills in English and French (Spanish or Italian is a plus) Experience handling customer calls and support tickets Comfortable working with technical issues and troubleshooting Strong problem-solving and analytical skills Good teamwork and organization skills Experience supporting US customers or handling escalations is a plus Familiarity with tools like Zendesk is a plus Basic Excel skills (VLOOKUP, data analysis) Interest in technology and mobile troubleshooting