Service Support Specialist (Night Shift)

About the role

Adverity is looking for a Service Support Specialist (night shift) to support its customers during LATAM business hours (17:00 – 01:00 local time). Acting as a technical expert during the shift, you drive resolution of complex software issues and partner with support agents to deliver timely, high-quality results. This is a full-time remote position based in Bulgaria or Poland.

Key responsibilities

• Perform ticket audits and give hands-on support for complex API and ETL troubleshooting
• Share best practices and insights so agents can improve their approach
• Own and resolve complex customer cases by email and video call, covering product usage, operations and technical integrations (APIs)
• Act as a solution partner for clients, analysing usage patterns and helping them maximise product adoption
• Identify recurring trends during the night shift to refine help documentation and validate AI-powered support tools

Required profile

• Previous experience in a 2nd line B2B support role within a SaaS product company
• Consultative mindset with genuine empathy
• Excellent written and verbal communication, able to build trust and rapport
• Strong English proficiency
• Nice to have: exposure to web technologies (API, ETL, SQL) and experience with ETL / data analytics platforms

Required skills

• Support ticketing systems such as Zendesk
• Prioritisation and multitasking under real-time workload

What we offer

• Base salary of EUR 25,000 to 35,000 per year depending on location and experience
• Internal shares program (EDPP)
• Budget for job-relevant training
• Sustainable merchandise for all employees
• Adverity Social Responsibility Days (+2 paid days off)