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Tech Stack
Tools & technologiesAndroidAWSCloudiOSSQL
About the role
Key responsibilities & impact- Provide professional technical support to customers through online support channels including ticketing systems and email
- Investigate and troubleshoot technical and application-related issues reported by customers
- Own support tickets from initial contact through investigation, resolution and follow-up
- Gather logs, screenshots and other diagnostic information
- Reproduce reported problems and distinguish between user, configuration, connectivity and software-related issues
- Resolve issues directly where possible and escalate complex problems to engineering or specialist teams
- Document issues, investigation steps, findings and resolutions in the support platform
- Keep customers informed of progress during investigation and escalation
- Prioritise requests according to severity, customer impact and service levels
- Monitor outstanding requests and ensure follow-up
- Identify recurring issues and work with Product and Engineering to address underlying causes
- Create and maintain FAQs, troubleshooting guides and knowledge-base articles
- Provide customer-issue and support-trend feedback to Product and Engineering
- Assist with customer onboarding, configuration and implementation
- Improve support processes, tools, reporting and overall customer experience
Requirements
What you’ll need- Previous experience in a technical support or service desk role
- Strong troubleshooting and problem-solving skills
- Comfortable working with web-based applications and digital platforms
- Ability to investigate technical issues logically and methodically
- Excellent written and spoken English
- Strong customer communication skills, including the ability to explain technical issues clearly to non-technical users
- Experience working with ticketing or customer support systems
- Ability to manage multiple support requests and prioritise effectively
- Strong attention to detail and documentation skills
- Comfortable working remotely and collaborating with colleagues across different countries and time zones
- Based within the European Union with the right to work in the country of employment
- Desirable experience with SaaS or cloud-based platforms
- Desirable experience with APIs and system integrations
- Desirable experience with REST APIs and tools such as Postman
- Desirable experience reading and interpreting application or system logs
- Desirable experience with basic SQL or database querying
- Desirable experience with JSON and other common data formats
- Desirable experience with mobile applications, including Android and iOS
- Desirable experience with payment or transaction-processing systems
- Desirable experience with AWS or other cloud environments
- Desirable experience with Jira, Zendesk, Freshdesk, Intercom or similar platforms
- Desirable experience with monitoring and diagnostic tools
- Desirable experience working with software development or engineering teams
- Desirable experience supporting enterprise or B2B customers
Benefits
Comp & perks- Opportunity to work within a growing international digital business
- Remote and flexible working environment
- Exposure to modern digital and cloud technologies
- Direct interaction with international customers and partners
- Close collaboration with Product and Engineering teams
- Opportunities to develop deeper technical, product and customer-success expertise
- A role where you can directly influence how our support function and customer experience develop
- Fully subsidized Health Insurance
- Employer Pension Contribution
- 25 Days Annual Leave per year