We are looking for a Product Support Consultant for our Night Shifts who will be the go-to expert for international clients using our SaaS platform. Your objective is not only to solve product-related issues with expertise in a timely and accurate manner, but also to strategically guide our customers to ensure they achieve their business goals and realise the full value of Adverity.This is a full-time position where you can work remotely in Bulgaria or join our colleagues in our co-working space in Sofia. You will rotate within the team to provide round-the-clock service for our international customers working three weeks of early-night shifts starting from 5pm - 2am (with a one hour break) and once a month take over a week of night shifts from 1am - 10am.<h3>Some of the things you’ll work on:</h3><ul> <li>Act as the primary contact for clients on Adveritys product usage and operational issues. </li> <li> Troubleshoot customer problems for both technical and non-technical users, managing the resolution process to minimise escalations and time-to-value. </li> <li>Serve as an escalation point for complex issues, coordinating with internal teams for effective resolutions, and proactively updating customers on case progress.</li> <li>Provide expert guidance on product functionality and best practices, engaging with customers through various channels to understand their needs. </li> <li>Analyse usage patterns to make recommendations, determine when to guide self-resolution versus implementing solutions, and collaborate to define requirements and propose tailored solutions.</li> <li>Contribute to the knowledge base used by customers and internal teams, validating content for AI support tools and refining documentation based on customer trends. </li> <li>Create and deliver enablement content to educate clients on platform usage.</li> </ul><h3>We’re excited if you have:</h3><ul> <li>Previous experience in a 1st or 2nd line support role for a SaaS Product Company</li> <li>A consultative mindset with genuine empathy and emotional intelligence.</li> <li>Experience with advertising platforms (e.g., Google, Meta, Salesforce, TikTok)</li> <li>Exposure to web technologies and related stacks (API, ETL, SQL).</li> <li>A strong drive to learn and discover new technologies.</li> <li>Outstanding communication skills (written and verbal), with the ability to build trust and rapport. Proficiency in English is needed. Any additional languages (e.g., German) are a plus.</li> <li>Experience with support ticketing systems like Zendesk is preferred.</li> <li>Friendly, approachable personality with excellent prioritisation and multitasking skills.</li> </ul><h3>Why you’ll love it here:</h3><ul> <li>Internal shares program (EDPP) </li> <li>Ergonomic workspace and cutting edge technology</li> <li>25 days annual leave (excluding Bulgarian public holidays)</li> <li>Regular team events (also remote) </li> <li>Modern and stylish office in Sofia</li> <li>Sustainable merch for all employees</li> <li>Adverity Social Responsibility Days (+2 days paid off) </li> </ul><h3>Are you ready to apply? </h3>Apply now if you are ready to revolutionise the way businesses work with marketing data. We look forward to receiving your application!