Technical Support Specialist (Night Shift)

Remote | Full-Time | Night Shift: 12:00 AM – 6:00 AM (IRST)

Why this role?
This isn't a typical support seat. You'll work at the intersection of customer experience and technology—using AI-powered tools to solve real problems for SaaS and e-commerce customers worldwide. If you thrive at night, think in systems, and want to grow inside a tech-forward support team, this role is for you.

What you'll do

• Deliver high-quality written technical support in English for SaaS/e-commerce products
• Bridge the gap between customers and product/engineering teams
• Leverage AI tools including ChatGPT, Claude, and Intercom to resolve issues faster and smarter
• Maintain clean, accurate records of interactions and customer feedback
• Contribute insights that improve our support processes

Shift structure

• Night Shift: 12:00 AM – 6:00 AM (covering Eastern Time customers)
• Day shifts: rotational schedule (details shared during the hiring process)
• Full 24/7 coverage model—consistency and reliability matter

What we're looking for

• Advanced written English—clear, professional, empathetic
• Comfort with AI tools like ChatGPT and Claude—not just using them, but thinking with them
• 1+ year in IT, SaaS, or technical customer support
• Engineering background (computer or industrial) is a strong plus
• HTML/CSS familiarity is a bonus
• Someone who genuinely wants a long-term career in customer-facing roles—this is not a stepping stone

What you get

• Health insurance
• Performance bonuses
• Annual learning stipend + daily self-learning time
• Housing support
• Occasional gifts & packages
• Exposure to a modern tech stack: ChatGPT, Claude, Intercom, Notion, Jira, Canny, Google Workspace
• Real insight into how SaaS products are built and scaled

One important note
This role is designed for people who see customer support as a craft, not a transition job. If you're energized by solving problems, helping people, and growing within a customer-facing track, you'll fit here.