Warmy

Warmy.io is an innovative email deliverability platform that helps businesses optimize their email outreach and achieve higher engagement rates. We work with global B2B SaaS companies, ensuring their email communications land in inboxes, not spam folders.

As we continue to grow, we are looking for a Technical Support Specialist based in the to join our team and provide outstanding customer support for our platform users.

Job Overview

We are seeking an experienced Technical Support Specialist to assist customers with troubleshooting, onboarding, and ongoing support related to email deliverability, integrations, and best practices. The ideal candidate has 2+ years of experience in technical support, preferably in a B2B SaaS environment, and is comfortable handling support via both chat and calls.

This role requires excellent English communication skills (both written and spoken), strong problem-solving abilities, and a customer-centric approach.

Key Responsibilities

• Provide technical support via chat, email, and calls to assist customers with issues related to email deliverability, integrations, and platform usage.
• Guide customers through troubleshooting processes and provide step-by-step solutions.
• Conduct screen-sharing sessions when needed to resolve more complex technical issues.
• Maintain a high standard of written and verbal communication to ensure customer satisfaction.
• Work closely with internal teams (engineering, customer success, and product) to escalate and resolve customer issues efficiently.
• Keep thorough documentation of support interactions and contribute to the internal knowledge base.
• Assist in onboarding new customers, ensuring a smooth adoption of our platform.
• Ensure that your camera is always on during support calls and team meetings for a more personalized customer experience.

Requirements

✅ 2+ years of experience in a Technical Support role, preferably in a B2B SaaS environment.
✅ Proficiency in handling support via calls (previous experience with call-based support is a must).
✅ Strong experience with email-related issues (email deliverability, SMTP, email warm-up, domain authentication, etc.).
✅ Fluent in English (spoken and written) – ability to explain complex technical issues clearly.
✅ Strong troubleshooting skills and ability to diagnose and resolve technical issues effectively.
✅ Ability to work with ticketing systems, live chat tools, and CRM platforms.
✅ Must be comfortable working with a camera on for calls with customers and team members.
✅ Experience with B2B SaaS platforms is a strong advantage.

Work Schedule

• Full-time, remote.
• Monday-Friday: 2 pm - 10 pm Ukrainian time, Sunday - half a day. 
• During the first month of training, work hours will be adjusted to align with the team for better learning and collaboration.

What We Offer

• Full-time remote role with a stable schedule.
• Competitive salary based on experience.
• 12 PTO days, 10 sick days, and public holiday recognition.
• Opportunity for professional growth in a fast-growing SaaS company.
• A collaborative and supportive team environment.

Warmy.io is a fast-growing, AI-powered email deliverability platform helping businesses get out of spam folders and land in inboxes. Trusted by agencies, startups, and global enterprises, our technology boosts email outreach, improves sender reputation, and helps teams scale safely.

We’re a global, remote-first company with team members across Ukraine, Israel, Poland, Spain, LATAM, and beyond. If you enjoy dynamic environments, take ownership of results, and want to be part of the next generation of email infrastructure, join us.

Role Overview

Senior ML Engineer will own the full lifecycle of production ML systems: from problem framing and feature engineering to model training, evaluation, deployment, and monitoring. You will work closely with the AI Solution Architect and directly influence architectural decisions.

Key Responsibilities

• Design and implementation of production ML pipelines end-to-end.
• Architecture of complex multi-stage model systems with business-constrained optimization.
• Feature engineering on structured and time-series data.
• Model evaluation: calibration, threshold optimization, business-aligned metrics, error analysis.
• MLOps: experiment tracking, model versioning, reproducibility, retraining strategy.
• Root cause analysis: data drift, feature leakage, distribution shift, silent failures.
• Technical communication of ML results to both engineering teams and non-technical stakeholders.

Requirements

Must-Have

• 4+ years in ML engineering, 2+ years in production (not research).
• Deep understanding of classical ML algorithms at the mechanics level: decision trees, ensemble methods, linear models — not just API calls.
• Strong hands-on experience with neural networks: MLP, CNN, RNN/LSTM, Transformer — architecture, training, regularization, diagnostics.
• Feature engineering on tabular and time-series data.
• Rigorous understanding of model evaluation: correct data splits, leakage detection, probability calibration, threshold optimization.
• Experience with imbalanced and ordinal classification problems.
• Python 3.10+: production-grade code, not notebooks.
• MLOps: MLflow or W&B, reproducible experiments, artifact versioning.

Nice-to-Have

• PyTorch or TensorFlow at the level of custom architectures.
• Basic understanding of LLM/RAG systems.
• Production drift monitoring (Evidently or equivalent).
• Docker, K8s.