Middle Technical Support Specialist (SaaS)

Location: Kyiv, Ukraine Work format: Hybrid (4 days in the office, 1 day remote) Company: WorkTime

About WorkTime WorkTime is a SaaS company providing a non-invasive employee monitoring and productivity platform that is fully & HIPAA compliant. Our solution helps businesses gain actionable insights while maintaining transparency and trust. We are looking for a Middle Technical Support Specialist who will act as a technical point of contact between customers and our product/engineering teams.

Responsibilities Provide technical support for the WorkTime platform (email, chat) Investigate and resolve technical issues related to:Web application behavior System configurations Integrations and APIs

Analyze logs, error messages, and system data to identify root causes Reproduce bugs and prepare clear, structured technical reports for the development team Work closely with Engineering, QA, and Product teams during incident resolution Assist with technical onboarding and advanced configuration questions Maintain and improve technical documentation and knowledge base articles Participate in improving support workflows and incident response processes

Requirements 2+ years of experience in Technical Support / Product Support / L2–L3 Support in a SaaS environment Strong understanding of how web-based systems work Hands-on experience with:REST APIs (requests, responses, authentication) HTML/CSS (basic level for troubleshooting) Logs and error analysis

Basic understanding of databases (queries, relations, data structure concepts) Ability to clearly explain technical issues to both technical and non-technical stakeholders English level B1 or higher (written) Strong analytical thinking and attention to detail Ability to work independently and manage multiple technical issues simultaneously

Nice to Have Experience with B2B SaaS products Familiarity with monitoring/analytics or employee productivity tools Understanding of, data, or security best practices Experience collaborating directly with engineering teams

What We Offer Competitive salary in USD based on experience Hybrid work model: 4 days in the Kyiv office, 1 day remote Highly professional result-oriented environment Stable growing company, 20+ years on the market