Technical Support Specialist

About the role

Copla is looking for an experienced Technical Support Specialist to act as the single point of contact for clients using its cybersecurity and compliance SaaS platforms. You will own client issues from onboarding through resolution, providing consultation, troubleshooting and proactive guidance.

Key responsibilities

• Be the first point of contact for client issues, tickets and bugs.
• Guide clients through onboarding, setup and off‑boarding sessions.
• Consult and troubleshoot platform usage to help clients achieve compliance.
• Provide 2nd‑ and 3rd‑line support via chat, email and HubSpot, reproducing issues and analysing logs.
• Collaborate with CISO, Product and QA teams to deliver solutions and track issue resolution.
• Create and maintain internal and client‑facing knowledge‑base content.

Required profile

• Minimum 2 years of hands‑on technical support experience with SaaS products (2nd line).
• Strong troubleshooting, triage and log‑analysis abilities with clear bug reporting.
• Familiarity with structured support processes, SLAs and escalation (ITIL a plus).
• Fluent in Lithuanian and English, both written and spoken.
• Solution‑oriented mindset with ownership and patience.

Required skills

• HubSpot (or similar CRM/ticketing system).
• SaaS product support.
• ITIL framework knowledge.
• Log analysis and reproduction of technical issues.

What we offer

• Salary 2,700 – 3,500 EUR gross per month, based on experience.
• Clear growth path toward Product Consultant, Support Lead, QA, Product or Security roles.
• Hybrid work model with flexible hours and at‑least‑once‑a‑week office attendance.
• Hands‑on experience in cybersecurity and compliance, plus training and certifications.