Customer Support Engineer

Working hours: Shifts: Mon-Fri: 8hours between 8-4pm/Every 8-9 days evening 12-8pm
Work location: Skopje - hybrid / remote

About Atriis
Atriis is a global SaaS company redefining the way businesses manage corporate travel. Our innovative platform connects travel content providers, agencies, and enterprises in one seamless ecosystem. With teams across Portugal and Israel, and a growing global presence, we are committed to delivering exceptional customer experiences through cutting-edge technology and strong collaboration between support, success, development, and QA.

We’re seeking a skilled and proactive Customer Support Engineer to join our team. In this role, you’ll provide second-line technical support to our customers, troubleshoot complex software issues, and work closely with cross-functional teams to ensure problems are resolved quickly and effectively. This is a great opportunity for someone who enjoys problem-solving, thrives in a collaborative environment, and wants to grow their career within a SaaS business.

Role Overview
As a Customer Support Engineer, you’ll be the go-to person for resolving technical challenges faced by our customers. You’ll investigate and diagnose issues across APIs, system logic, and software code, ensuring each problem is fully understood and resolved within SLA timelines. This role requires strong technical troubleshooting skills, excellent communication, and the ability to work seamlessly with both technical and non-technical stakeholders.

Key Responsibilities

• Respond to incoming calls and emails from customers or via the Customer Success team, ensuring an excellent customer experience
• Investigate problems thoroughly to identify root causes and resolution paths
• Troubleshoot across APIs, system logic, and software code to resolve unexpected behaviours or potential bugs
• Report data issues to content providers and collaborate with them to implement fixes
• Work closely with the Development and QA teams to resolve bugs and prevent issue reoccurrence
• Prioritise multiple issues to meet agreed SLAs while keeping customers informed throughout the process
• Develop deep knowledge of the Atriis platform and how customers use it daily

Required Skills and Experience

• Previous experience providing customer service and 2nd line technical support
• Hands-on experience with SaaS systems and API troubleshooting
• Strong written and spoken communication skills in English, with the ability to explain complex technical concepts clearly
• Strong interpersonal skills to collaborate across teams and build customer relationships
• Inquisitive, resourceful, and systematic approach to problem-solving
• Organised with strong prioritisation skills to manage multiple issues under pressure

Additional Desirable Skills

• Familiarity with the corporate travel industry
• Experience using SQL queries for troubleshooting
• Background in 3rd line support

Progression Opportunities
This role offers multiple career paths within Atriis, including:

• Shift Management within Customer Support
• Development
• QA
• Customer Success

Benefits We Offer

• Remote-first working model
• Private medical insurance (after 6 months)
• Opportunity to travel for international team meetings
• Career development and progression pathways within a global SaaS business
• Collaborative, growth-focused team culture