Technical Support Specialist

About the Company

Our partners at Copla provide a modern platform that helps organizations manage cybersecurity, compliance tasks, and audits more effectively. With a growing client base, the focus is on building reliable processes, automation, and exceptional customer support.

About the Role

Our client is expanding the Client Support team and is looking for a 1st–2nd line Technical Support Specialist to help users navigate the platform, resolve issues, and ensure smooth daily operations.

This role is ideal for someone who enjoys a startup-like environment, structured work, clear processes, troubleshooting, and helping users, while looking to grow their career in a modern SaaS setting.

What You Will Do

🎧 Customer & User Support

• Provide daily support via chat, email, and JIRA Service Desk
• Guide clients through platform features, workflows, and best practices
• Assist with user setup, onboarding steps, and configuration questions

🛠 Technical Support & Troubleshooting

• Investigate issues using internal troubleshooting guides
• Reproduce user-reported problems to validate them
• Collect all required data for accurate bug reporting (logs, steps, timestamps, environment info)
• Submit detailed, structured tickets for developers when escalation is needed
• Verify fixes and help test new features or updates

📚 Knowledge & Process Contribution

• Maintain and improve the internal Knowledge Base (Confluence)
• Follow existing workflows, SLAs, and support processes
• Help identify recurring issues and contribute to basic trend analysis

🤝 Collaboration

• Work closely with Product, CISO, and Engineering teams
• Support internal employees with access requests and internal tools
• Participate in continuous improvement of support operations

What We Expect

Required:

• 1–3 years of experience in IT support, service desk, or similar role
• Ability to troubleshoot, reproduce issues, and follow structured instructions
• Clear documentation skills (screenshots, logs, step-by-step descriptions)
• Experience with ticketing systems (JIRA Service Desk is an advantage)
• Ability to multitask and handle repeatable tasks reliably
• Curiosity, ownership, and willingness to learn
• Strong communication skills in Lithuanian (native or fluent)
• Good English skills (written and spoken) for communication and documentation

Nice to Have:

• Experience with SaaS products or cloud environments
• Familiarity with Confluence or the Atlassian ecosystem
• Basic understanding of ITIL concepts (incident, problem, SLAs)
• Interest in cybersecurity or compliance (training provided)

The Offer

• 1 500 - 2 500 Eur/gross salary, depending on your skillset and experience
• Clear growth path and potential to move into Product, QA, Security, or Support Leadership roles, if desired
• Working in a fast-growing environment with a modern compliance platform
• Close collaboration with technical teams (Product, Engineering, CISO, Development)
• Flexibility: hybrid work model, flexible hours. We’d like you to work from the office at least once a week!
• Training, certifications, and professional development support
• Opportunity to help shape support processes as the company continues to grow.

Think you’re the right fit? We’d love to hear from you! Send your CV or LinkedIn profile to [email protected] or [email protected] and show us why you’d be perfect for the role.