Technical Customer Support Specialist

We are looking for a Technical Customer Support Specialist (Night Shift) to support our customers during LATAM business hours (16:00 – 12:00 Local Time). You will act as a technical expert during your shift, driving resolution of complex software issues and partnering with support agents to ensure timely, high-quality customer outcomes. This is a full-time night shift position based remotely in Poland. About Adverity: Our SaaS company was founded in Vienna in 2015, since then, Adverity has been driving marketing intelligence of some of the world’s leading brands and agencies including IKEA, Red Bull, GroupM, Unilever, Omnicom, Barilla, JD Sports and Forbes. Our mission is to empower Marketing and E-Commerce business users with our Marketing Analytics platform: we leverage all their data and turn it into powerful insights, decisions and actions. How do we do it? At Adverity, we bring together international and diverse teams in an inclusive and safe environment. We believe in an entrepreneurial mindset, we help each other succeed, we strive to provide an awesome customer and employee experience, we prioritise work-life harmony and we dare to make mistakes to learn from them. If you share our values, Adverity is a great place for you!Some of the things you’ll work on: • Technical Support & Knowledge Sharing: Perform ticket audits and deliver hands-on support for complex API and ETL troubleshooting. Share best practices and insights to help agents continuously improve their approach. • Advanced Troubleshooting: Actively own and resolve complex customer cases via email and video calls. You will deep-dive into product usage, operational matters, and technical integrations (APIs) to provide tailored solutions. • Consultative Partnership: Act as a solution partner for clients, analysing usage patterns and helping them maximise product adoption through guidance on best practices. • Knowledge Management: Identify recurring trends during the night shift to refine help documentation and validate the accuracy of AI-powered support tools. We’re excited if you have: • Previous experience in a 2nd line B2B support role within a SaaS product company. • A consultative mindset with genuine empathy. • Outstanding written and verbal communication skills, with the ability to build trust and rapport. Strong proficiency in English is required. • Experience with support ticketing systems such as Zendesk. • Excellent prioritisation and multitasking skills, with the ability to manage real-time workloads effectively. Nice to have: • Exposure to web technologies and related stacks (API, ETL, SQL), with confidence troubleshooting technical integrations. • Experience with ETL / data analytics platforms. Some of our benefits: • Flexible working hours and remote work • Regular team events (also remote) • Sustainable merch for all • Modern technology • International & diverse teams Apply now if you are ready to revolutionise the way businesses work with marketing data. We look forward to meeting you!