Technical Support Representative

Yodeck

. Own incoming technical tickets from first response through confirmed resolution via chat, email and phone .

Posted 11/7/2026full-timeRemote • GreeceMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting technical issues across various platforms, including Raspberry Pi and Windows, while effectively communicating solutions to customers. Proficient in core networking concepts and operating systems, with a strong focus on customer support and process adherence.

Highest-signal resume keywords

Technical Support ExperienceCore Networking ConceptsOperating Systems: Linux, WindowsExcellent Written and Spoken EnglishTicketing Platform Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingConnectivity IssuesDHCPDNSFirewallProxyRaspberry PiLinuxWindowsTechnical Ticket Management

Soft Skills

Customer CarePatienceProblem SolvingCommunication

Tools & Technologies

IntercomZendeskFreshdesk

Certifications & Qualifications

Bachelor's in Information TechnologyMaster's in Information Technology

Industry Keywords

HelpdeskTechnical SupportIT Support

Tech Stack

Tools & technologies

AndroidDNSFirewallsLinux

About the role

Key responsibilities & impact

Own incoming technical tickets from first response through confirmed resolution via chat, email and phone
Diagnose player issues across Raspberry Pi, Android, Windows, and commercial smart displays from Samsung and LG
Troubleshoot connectivity, DHCP, DNS, firewalls, proxies, and blocked hosts with customers
Run remote sessions to help customers get players online and configured
Gather device, OS, app version, network setup, affected screen count, and reproduction details
Escalate to Engineering with reproduction steps and customer impact after exhausting documented troubleshooting
Handle conversations handed over by the AI support agent and identify improvements to its answers and help center content
Keep tickets, statuses, and notes current; raise SLA or churn risk to the lead
Identify recurring questions, suspected bugs, and feature gaps for Product
Complete product onboarding, troubleshooting playbooks, SSH and network lab training, and progressively handle tickets independently

Requirements

What you’ll need

Comfort with core networking concepts: LAN, DHCP, DNS, firewall, proxy, port
Comfort with operating systems: Linux, Windows
Genuine care for the person on the other end, and the patience to explain a technical fix in plain language
The instinct to isolate a cause rather than guess: you form a theory, test it, then move to the next one
Willingness to follow a documented process precisely, and to ask for help early when the process runs out
Master's or Bachelor's in Information Technology or any relevant Computer Science.
Excellent written and spoken English, at C1 level or above
Previous helpdesk, technical support or IT support experience (nice to have)
Hands-on time with Raspberry Pi, Linux (nice to have)
Experience with a ticketing platform such as Intercom, Zendesk or Freshdesk (nice to have)
A second language, particularly German, French, Spanish or Dutch (nice to have)

Benefits

Comp & perks

Competitive salary
Company-wide bonus scheme and a great stock option plan
Award-winning workplace, recognized as the Best Workplace
Hybrid Work From Home policy
Office gym, nutritionist, and meal vouchers
Individual training budget for professional development
Private medical insurance plan
Fun and collaborative start-up environment (with amazing offices!)
Flexible working arrangements
Commuting expenses
Equal opportunity and workplace diversity