Senior Technical Support - US Market

Who We Are ?

Ubeya is the workforce management platform behind some of the world’s biggest moments.

From Wembley Stadium to Wimbledon, Emirates to Johan Cruyff Arena, when tens of thousands of people show up, Ubeya makes sure everything runs smoothly behind the scenes.

We’re a fast-growing B2B2C SaaS company helping global enterprises and staffing agencies plan, manage, and pay large, dynamic workforces with ease. Our platform is used every single day to keep operations agile, teams empowered, and businesses ready to scale.

Ubeya, huh? The name is inspired by the Japanese concept of the "Great Room", a space where people come together to solve problems and tackle urgent matters. Collaboration and efficiency are at the heart of everything we do.

Our team builds technology with real-world impact, tackling complex challenges at scale, and turning ideas into solutions that make a difference for thousands of users worldwide.

Are you in ?

About The Role

Ubeya is looking for a Senior Technical Support Specialist to become the technical backbone of our US customer support operation.

This is a hands-on role for someone who enjoys solving complex problems, diving deep into technical investigations, and making a real impact on the customer experience. You'll work directly with customers, troubleshoot advanced product and platform issues, analyze logs and system behavior, and collaborate closely with Product and R&D teams to drive resolutions.This role serves as the highest technical support escalation point within the Support team before Engineering involvement is required.

Beyond day-to-day support, you'll play a key role in elevating the team's technical expertise, improving processes, and ensuring that issues are resolved efficiently before escalation is needed. When escalation is required, you'll be responsible for providing Engineering with clear, actionable, and high-quality technical context.

Key Responsibilities

• Provide advanced technical support for US-based customers during assigned shifts.
• Investigate and resolve complex product and technical issues.
• Analyze logs, system behavior, APIs, and platform workflows to identify root causes.
• Own customer issues from investigation through resolution.
• Communicate with customers via email, phone, and Zoom when needed.
• Collaborate closely with Product, R&D, Customer Success, and Operations teams.
• Reduce escalations by solving issues within the Support team whenever possible.
• Create high-quality technical escalations when Engineering involvement is required.
• Document solutions, share knowledge, and contribute to team best practices.
• Mentor and support other team members in their professional and technical growth.
  
  

• Minimum 2 years of experience in Tier 2, Tier 3, Technical Support, or Product Support within a SaaS environment.
• Strong technical troubleshooting and problem-solving skills.
• Experience reading logs, investigating system behavior, and identifying root causes.
• Technical background with the ability to understand software architecture, integrations, APIs, and code-related concepts.
• Excellent written and verbal communication skills in English.
• Strong interpersonal skills and the ability to build trust with customers and colleagues.
• Self-motivated, proactive, and comfortable working independently.
• Ability to manage multiple priorities while maintaining a calm, positive, and customer-focused approach.
• Experience with Intercom and Linear - an advantage.
  
  

• Customer-Centric: We evolve rapidly to meet clients’ needs, ensuring they always have the latest tools for success.
• Innovative & Excellent: Innovation drives us. We push boundaries to reimagine staffing and workforce management.
• Empowered & Collaborative: Ubeya connects businesses, workers, and staffing firms for seamless teamwork and growth.