Middle Support Specialist

About the Position

We are seeking 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.

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.

Requirements

• 3+ years of experience in customer or technical support from the tech industry (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 as 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).

We Offer

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

About the Company

Group107 is a company that values a united and well-coordinated team. We provide great opportunities for development and career growth. Our team enjoys a friendly atmosphere, interesting projects, and flexible management. We believe in supporting each other and are committed to helping our employees grow professionally.

Apply now to join our team!