Product Technical Support Engineer (Middle/Senior)

Employment Type: Full-time (Remote, Office, or Hybrid)

At Varyence, we build products for our clients with people who care about what they do. No micromanagement, no bureaucracy — just ownership and a team focused on moving things forward together.

Interview Stages:
1) HR Interview up to 40 minutes;
2) Technical Interview up to 1 hour;
3) Client interview.

Project overview (USA): This is a system, developed to provide stable remote access for company’s employees to the workstations (PCs or VMs) located in the corporate network without breaking any security. Our system simplifies Access and Device Security for organizations.

Schedule (Kyiv time, Rotating shifts): 15:00 — 23:00 and 17:00 — 01:00.
 

If you possess the following experience and skills, you would be an excellent fit for our team:

• At least 3 years of experience as a Product Technical Support Engineer (L2/L3, infrastructure-heavy);
• Experience with cloud and on-premises network troubleshooting;
• Support of macOS and Windows desktops;
• Experience supporting Windows VM enviroments;
• Strong experience with Windows Server OS upgrades and troubleshooting;
• In-depth knowledge and hands-on experience with Microsoft Active Directory;
• Proficiency in Office 365 and Entra ID administration;
• Strong understanding of server/desktop network configuration, protocols, and troubleshooting (including DHCP and DNS);
• Experience with network firewall and network switch support;
• Basic skills in PowerShell scripting required;
• Practical experience using AI-assisted tools (e.g., Claude, GPT or similar);
• Advanced verbal and written English communication skills;
• Experience supporting a SaaS product preferred, but not required

Soft Skills & Mindset

• Strong analytical and problem-solving mindset;
• Customer-first approach with excellent communication skills;
• Ability to work independently during night shifts and prioritize tasks effectively;
• Emphasis on maintaining and creating documentation;
• High level of responsibility, ownership, and stress tolerance;
• Proactive approach to identifying and resolving issues.
   

Your responsibilities will include the following tasks within your workflow: 

• Provide L2/L3 technical support for customer-reported issues related to the product and infrastructure;
• Investigate, troubleshoot, and resolve technical incidents involving Windows, AD, networking, and cloud environments;
• Perform initial triage of incoming support requests via live chat/email and prioritize based on severity and impact;
• Collect and document all necessary technical details and reproduce issues where possible;
• Escalate complex issues to the development team with complete and structured technical reports;
• Support customer onboarding by assisting with environment setup and configuration (Windows desktops, servers, AD/Entra ID);
• Work closely with engineering and DevOps teams to ensure timely resolution of infrastructure and product issues;
• Continuously improve troubleshooting processes and knowledge base documentation;
• Maintain clear, accurate, and well-structured ticketing records following internal SLA guidelines.
   

You are special for us, so we offer special benefits for you:

• Stable working environment where you can develop and grow your skills;
• Career opportunities within a multi-national company;
• Competitive compensation (based on market data, but also depending on the technical level and expertise of the candidate);
• A supportive team that values your input and suggestions and is fun to work with;
• Health insurance coverage (include dentist services and more);
• Cool comfortable office in the Lviv city center with facilities (company paid lunches, lounge rooms, parking spot);
• Annual paid days off (vacation, additional days, sick leaves) and state holidays celebration;
• Flexible work schedule;
• Free English classes (online) with awesome teacher;
• Performance review and salary raises twice per year;
• Annual bonus;
• Relocation coverage to Lviv;
• Coverage business trip to Lviv and Croatia (Kastela);
• Corporate gifts, celebrations, and fun activities;
• And one more important thing, we are pet friendly and invite all the animals to visit our office.