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Mad Recruitment career site
Vilnius · Hybrid

Technical Support Specialist

About the company

We’re working with a cybersecurity & compliance SaaS company that’s building a modern platform to help organizations manage cybersecurity, compliance tasks, and audits more effectively. With a growing client base, the team focuses on reliable processes, automation, and high-quality customer support.
The team is growing and they’re now looking for a 1st–2nd Line Technical Support Specialist to join the Client Support team.

About the role

This role will be key in ensuring smooth day-to-day platform usage for clients and internal teams. You’ll help users navigate the system, troubleshoot issues, and provide structured, high-quality support.
You’ll work closely with Product, Engineering, and CISO teams, with real ownership over issue resolution, documentation quality, and support processes.

Your day-to-day

  • Provide daily customer and user support via chat, email, and JIRA Service Desk

  • Guide clients through platform features, workflows, and best practices

  • Support user setup, onboarding steps, and configuration questions

  • Investigate technical issues using internal troubleshooting guides

  • Reproduce user-reported problems to validate and understand root causes

  • Collect all required data for accurate bug reporting (logs, steps, timestamps, environment details)

  • Submit clear, structured tickets to developers when escalation is needed

  • Verify fixes and assist with testing new features or updates

  • Maintain and improve internal documentation and Knowledge Base (Confluence)

  • Follow established workflows, SLAs, and support processes

  • Collaborate closely with Product, Engineering, CISO, and internal teams

We’re looking for someone who

  • Has 1–3 years of experience in IT support, service desk, or a similar role

  • Can troubleshoot issues, reproduce bugs, and follow structured processes

  • Has strong documentation skills (screenshots, logs, step-by-step explanations)

  • Has experience working with ticketing systems (JIRA Service Desk is a plus)

  • Can handle multitasking and repeatable tasks with reliability

  • Is curious, proactive, and takes ownership of their work

  • Has strong communication skills in Lithuanian (native or fluent)

  • Has good English skills (written and spoken) for documentation and collaboration

Nice to have

  • Experience working with SaaS products or cloud environments

  • Familiarity with Confluence or the Atlassian ecosystem

  • Basic understanding of ITIL concepts (incidents, problems, SLAs)

  • Interest in cybersecurity or compliance (training provided)

What you get

  • 💰 Gross salary: €1,500–€2,500/month, depending on skills and experience

  • 📈 Clear growth path: Opportunities to move into Product, QA, Security, or Support Leadership roles

  • 🚀 Fast-growing SaaS environment with a modern compliance platform

  • 🤝 Close collaboration with Product, Engineering, CISO, and Development teams

  • 🕒 Flexibility: Hybrid work model and flexible hours (office presence at least once per week)

  • 📚 Learning & development: Training, certifications, and professional growth support

  • 🧩 Real impact: Opportunity to help shape and improve support processes as the company grows

Locations
Vilnius
Remote status
Hybrid
Employment type
Full-time
Vilnius · Hybrid

Technical Support Specialist

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