Technical Customer Experience Specialist

• 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

• 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

• 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