Technical Support Specialist

Adapty was created as a product from developers for developers. Having 3 big components in its core (6 SDKs, Web API, and admin panel) make Adapty a truly professional tool. Although we design the product to be easy and intuitive to handle, having hidden all the complex implementations under the hood, sometimes our customers require prompt help from us.

Our customer base expanded rapidly over the last 6 months, which has led us to grow our support capacity. We continue to serve our customers with high-quality support, providing swift, on-point solutions and high SLA standards, for which we use Intercom with thoroughly worked-out automation.

That’s why we’re looking for a strong support engineer, who can help us onboard new customers and answer any of their questions about the platform.

We're a fully remote company with HQ in New York. This is a full-time employment position.

In this role, you will...

• Provide customer support. Go deeper into the clients’ use cases.
• Automate communication. Find common scenarios and automate them in any way possible. Reduce routine and maximize efficiency.
• Report bugs and feature requests to the product team. You’re a frontliner who directly communicates with our active users and the first to learn if something isn’t working as expected. Collect the feedback and help us build a better product.
• Help the business development and customer success team. Help customers upgrade to better plans, match their expectations, and make them happy.
• Build relationships and trust. Stay friends with our customers and make them love Adapty.

You will be a great fit if...

• You’re a pleasant and patient communicator. You’re tolerant of different people and love communication. You speak and write English fluently and are native in Russian and/or Turkish.
• You have a proven background. We expect you to teach us, not vice versa. You have proven experience from an international SaaS company, know common support systems (we use Intercom) and you’re a pro in using them.
• You’re ready to own your results. You want it all and you want to be the leader.

It’d be great if...

• You have some experience using SQL and/or Postman at work. You’ll often need to dive deep into logs and databases.
• You understand tech communities. You can speak the same language as mobile devs and marketers.

What you may expect from working with us...

• Direct communication with the founders and a flat structure.
• No bureaucracy and simple and clear processes.
• Remote work with a flexible schedule.
• Opportunity for professional growth and trying new things out.