Middle Support Specialist

Remote Full-time ZR_1510_JOB

Project overview

We are looking for a Middle Support Specialist to join Group107 for a specific project. You will work as part of the support team for Solitics, a data management and marketing automation SaaS platform deployed in production and serving 40+ enterprise customers. The role is central to maintaining SLA compliance and customer satisfaction across time zones, acting as the bridge between clients and the R&D, Product, and Customer Success teams. You will strengthen the support team’s resilience and scalability as its third member.

Requirements

• 3+ years of experience in customer or technical support from the tech industry is a must (preferably in a SaaS environment);

• Strong SQL skills – ability to write and interpret queries;

• Upper-intermediate level of English (written and spoken);

• Excellent analytical and troubleshooting skills;

• Strong communication and customer service orientation;

• Excellent teamwork and independent work capabilities.

Nice to have

• Hands-on experience a software developer in the past;

• Experience with MongoDB (basic querying and data review);

• Familiarity with API troubleshooting, webhooks, or data integrations;

• Experience with SaaS support tools (Zendesk, Jira, Freshdesk, etc.);

• Experience with log monitoring and analysis tools (e.g., Kibana, Grafana, Datadog, or Splunk);

• Background in marketing technology, analytics, or data platforms;

• Additional languages (Spanish, German, or French).

Responsibilities

• Act as the first point of contact for customer technical issues and inquiries.
• Investigate, troubleshoot, and resolve platform or integration issues.
• Run and analyze SQL queries to identify, validate, and resolve data-related cases.
• Collaborate with R&D, Product, and Customer Success teams for escalations.
• Maintain detailed case documentation and promote knowledge sharing.
• Ensure service quality and SLA compliance.

We offer

20 vacation days (workdays);
7 sick days;
Personalized career growth;
Internal English classes;
Education reimbursement;
Corporate events and team buildings;
Equipment provided.

Apply now

Sharing Impressions

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Denys Bondar PHP Developer

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Iurii Masliuk Graphic Designer

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Mykhailo Chonka Senior Motion Designer

It is my best decision ever! I like that company combines dynamic business approach with top-notch technologies and very strong people-oriented values.

Iryna Myasnikova Head of PMO

When I came to work, there were only about 20 of us, at the moment there are 100+ of us, and the feeling of support and friendship remains the same as in a small team.

Anna Labish Recruiter

What I like most is the family atmosphere, interesting projects, flexible management and the opportunity to develop my professional skills every day.

Oleg Bortnyk UI/UX Designer

From the beginning, I felt like I’m in a big family where everybody supports each other and ready to help at any time. Group 107 gives great opportunities to develop your skills.

Yuliia Bedzai Graphic Designer