We are **Oitchau**, a fast\-growing technology startup transforming how businesses manage time and attendance through intelligent HR solutions. We offer a comprehensive SaaS platform, mobile apps (iOS and Android), a tablet app, an open API, and native integrations with partners. Our Support team ensures clients have a seamless experience across all our products. We provide reactive support via chat and email, using Zendesk, assisting both SMB and Enterprise (Giants) clients. **Key Responsibilities:** * Handle complex support cases from Enterprise and Giant clients via email, offering technical guidance on our platform, mobile apps, tablet app, API, and native integrations. * Reproduce and analyze bugs, identify root causes, and communicate findings clearly to clients and internal teams. * Create and prioritize bug reports with Product and Engineering, following internal workflows and standards. * Own the QA process for reported issues until resolution and deployment. * Mentor and support junior analysts, acting as a secondary team lead and contributing to team development. * Maintain strong performance across support KPIs, ensuring SLA compliance and a high\-quality client experience. * Suggest and help implement process improvements and automations to enhance team efficiency. * Utilize AI tools to streamline workflows and optimize support delivery. **Must have:** * **Advanced English** – strong written and verbal communication skills. * Solid understanding of **REST APIs** and hands\-on experience with **Postman**. * Experience using support platforms like **Zendesk** or similar. * Analytical mindset and solution\-driven approach to technical challenges. * Excellent interpersonal skills, especially when working with enterprise clients or non\-technical users. * Ability to work well under pressure and manage urgent or escalated issues. * Strong sense of ownership and team collaboration. * Experience mentoring peers or junior team members. * Bachelor’s degree completed or in progress. **Nice to have:** * Experience in **SaaS startups** or HR tech companies. * Familiarity with **system integrations**, automation, or data analysis tools. * Participation in **support process improvement** initiatives. * Interest in applying **AI tools** to optimize support and workflows.