Senior Technical Support Specialist

3 days ago

Nzalae Nzawa locations Kitui County, Kenya AllCares Full time 1,200,000 - 2,400,000 per year

About Us
Scaleo is a fast-growing SaaS company on a mission to build the best affiliate marketing software on the market. Our platform powers affiliate programs for clients across Europe, the UK, the US, Asia, and Australia, processing millions of daily requests and trusted by thousands of users.

We were recognized as a High Performer by G2 (Summer 2024) and we're just getting started. If you're passionate about great software, fast-paced teams, and helping customers succeed - we'd love to meet you.

About The Role
We're looking for a
Senior Technical Support Specialist
to join our Customer Support team. You'll be our line of defense, helping users via live chat, email, and tickets — solving issues, answering questions, and making sure users have a smooth and successful experience with Scaleo.

This role is ideal for someone with a technical mindset, experience in B2B SaaS support, and a genuine desire to help customers - even when things get a bit tricky.

What You'll Be Doing

  • Handle L2 support requests (live chat, email, and ticket queue)
  • Troubleshoot browser-based and integration issues using console/network logs, Postman, etc.
  • Escalate bugs or complex issues to Dev or QA teams with clear documentation
  • Update internal knowledge base and contribute to product documentation
  • Become an expert on Scaleo's platform and domain-specific tools like tracking links, postbacks, and event attribution
  • Work closely with Product, Engineering, and Customer Success to ensure a great customer experience

Must-Haves
What We're Looking For

  • 3+ years of L1/L2 experience in a B2B SaaS environment
  • Strong familiarity with tools like Intercom, JIRA, Confluence, Notion
  • Ability to reproduce issues, log findings, and communicate technical steps clearly
  • Comfortable with basics of HTTP, DNS, cookies, JSON, APIs (Postman or curl)
  • Excellent written and spoken English
  • Customer-first mindset with active listening, clear writing, and patience

Nice-to-Haves

  • Experience with affiliate marketing, iGaming, or affiliate tracking platforms
  • Additional languages (Spanish, Portuguese) are a plus

Why You'll Love Working at Scaleo

  • Remote-first team
  • A collaborative culture that values autonomy and initiative
  • Fast-moving product that's solving real customer problems
  • Small team, big impact - your work will be seen and appreciated

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