About the Role: We seek Technical Support Specialists providing round the clock coverage for provisioning and deprovisioning of employee user accounts in SaaS environments. You will monitor our inhouse ticketing system during assigned shifts, follow clear runbooks, and record complete evidence for every action. Work involves sensitive data, so zero errors and meticulous execution are required. This is a shift based role in a remote setup for a global tech startup. Key Responsibilities: Monitor our inhouse ticketing system, acknowledge requests within the defined first response target Access SaaS environments to perform user access provisioning, deprovisionings and changes as well as simple SaaS setup workflows Execute only the defined steps in the runbook, pause and escalate if anything is unclear or out of scope Log every action with notes, request links, and screenshots or other evidence in the system of record Meet service levels for first response and resolution by request type Maintain reliable shift coverage, complete clean handoffs with pending items and owners Ideal Candidate Profile: 1+ years of experience in SaaS technical support, IT helpdesk, or customer service (ideally supporting U.S./EU clients) Strong English communication skills - both written and verbal Familiar with modern SaaS tools (e.g., G Suite, Slack, CRMs, Jira, etc.) Comfortable managing user access for SaaS applications (i.e. Figma, Miro, Salesforce, Slack and so on) Strong attention to detail and consistent process discipline Reliable and steady during low activity periods with strong time management Tech-curious and proactive in learning new tools, updates, and processes Work Setup: Full Work from Home Work Schedule: US Time Zone | Shifting (2 rotational shifts) | 48 hours/week | Includes weekend coverage Show more Show less