Middle Support Specialist

About the Position

Middle Support Specialist

We are looking for 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

Life inside Group 107

Get a glimpse into our unique collaborative atmosphere and developer life.

Hi, my name is Anastasia and I am a Scrum-master in Group 107. In 2020, Group 107 came into my life and became my place of strength and development. Here I found the best mentors who teach me every day and help me to develop as a professional. Here I found a cool team that became friends and even family for me. I love how the company grows, welcomes new employees every day. I also adore the responsibility of each and the friendly relations within the team. I want our Group 107 family to only develop and grow.

Anastasia Makosiy

Scrum Master

The support of colleagues helped me a lot. Everyone is super friendly and open to giving a helping hand, I was also very motivated by the fact that I was allowed to work on a real project during my internship.

Andriy Goryachok

Android Developer

I have been working for Group 107 for almost 1.5 years. When I came to work there were only about 20 people, at the moment there are more than 100 of us and the feeling of support and friendship remains the same as in a small team. I love our people, I love the pace of the company, I love the fact that we are always moving forward. In short, our Group 107 is a big Italian family!

Anna Labish

Recruiter

I really liked the first impression of the company, the atmosphere is friendly, everybody is very calm, cheerful and pleasant. I am happy that Group 107 challenged me and that I managed to learn from that.

Bohdan Chepa

Back-End Developer

I have been working at Group 107 for half a year. I like the company that we all work as a united and well-coordinated team. The office is very cool, everything is well thought out for both work and leisure: there is a gym, PS4 and much more. The company provides great opportunities for development and career. Currently, I am working on a major project for a client from Israel. If there is an opportunity, I will definitely recommend to friends the company in which I work.

Denys Bondar

PHP Developer

Hey! My name is Dmytro, I have been working as a motion designer at Group 107 for over a year. Here I like the fact that I have the freedom to be creative and really cool projects on which I get the experience. The team also employs talented specialists who not only help but also share their tips. Of course, there are also cool corporate events and parties outside the city or in the office. Join us!

Dmytro Omelian

Motion Designer

Let's Connect

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