Offer summary

Qualifications:

At least 2 years of experience in L1 or L1/L2 support within a B2B SaaS environment., Strong familiarity with support tools like Intercom, JIRA, Confluence, and Notion., Technical understanding of HTTP, DNS, cookies, JSON, and APIs, with experience using Postman or curl., Excellent communication skills in English, with a customer-first mindset..

Key responsibilities:

Handle support requests via live chat, email, and tickets.

Troubleshoot browser-based and integration issues using logs and tools.

Escalate complex issues to L2 Support or QA with clear documentation.

Collaborate with Product, Engineering, and Customer Success teams to ensure customer satisfaction.

Job description

About Us

Scaleo is a fast-growing SaaS company on a mission to build the best affiliate marketing software on the market. Our platform powers affiliate programs for clients across Europe, the UK, the US, Asia, and Australia, processing millions of daily requests and trusted by thousands of users.

We were recognized as a High Performer by G2 (Summer 2024) and we’re just getting started. If you’re passionate about great software, fast-paced teams, and helping customers succeed - we’d love to meet you.

About the Role

We’re looking for a Support Specialist (L1) to join our Customer Support team. You’ll be the first line of defense, helping users via live chat, email, and tickets — solving issues, answering questions, and making sure users have a smooth and successful experience with Scaleo.

This role is ideal for someone with a technical mindset, experience in B2B SaaS support, and a genuine desire to help customers - even when things get a bit tricky.

What You’ll Be Doing

Handle L1 support requests (live chat, email, and ticket queue)
Troubleshoot browser-based and integration issues using console/network logs, Postman, etc.
Escalate bugs or complex issues to L2 Support or QA with clear documentation
Update internal knowledge base and contribute to product documentation
Become an expert on Scaleo’s platform and domain-specific tools like tracking links, postbacks, and event attribution
Work closely with Product, Engineering, and Customer Success to ensure a great customer experience

What We’re Looking For

Must-Haves:

2+ years of L1 or L1/L2 experience in a B2B SaaS environment
Strong familiarity with tools like Intercom, JIRA, Confluence, Notion
Ability to reproduce issues, log findings, and communicate technical steps clearly
Comfortable with basics of HTTP, DNS, cookies, JSON, APIs (Postman or curl)
Excellent written and spoken English
Customer-first mindset with active listening, clear writing, and patience