Technical Support Specialist

Are you passionate about providing a world class support experience? Here in Technical Support we are focused on delivering honest, caring, compassionate support for internal and external stakeholders. In this role you'll be asked to come up with creative solutions to complex problems while actively engaging with our community of support specialists whether it's testing a new feature or supporting an existing one, helping where we can have the most impact is our goal.

What You'll Do

• Work closely with customer support, business stakeholders, internal product teams, and external support teams to receive and respond to support questions related to our software products

• Investigate, validate, and escalate root cause of urgent production problems using existing dashboards and proprietary tools

• Execute creative, holistic, ad hoc production testing to ensure the health of our product and identify revenue impacting issues before our customers do

• Engage with Product and Engineering teams to test new features and improvements to existing products

• Contribute to existing documentation and offer input on process changes

• Respond to Product Insight alerts inside core hours

What We Offer

• Competitive salary package and standard work hours (Monday-Friday 9 am-5.30 pm)

• Professional development within an international, technology- and people-focused company

• Quiet & convenient work environment with the opportunity to work from home for work-life balance

• Being part of the day-to-day development of a self-developed, high-traffic streaming service platform

• A combination of a big company and a startup environment, offering the advantages of both: stability and flexibility

• Small teams where all team members are actively involved in the decision-making process

• Trainings, self-learning opportunities (Udemy, LinkedinLearning) and individual English course

• All You Can Move sport pass or Medicover private health insurance, team building budget and quarterly company events

• We trust each other and expect independence, but don’t micromanage

  
  

• You have 2+ years of experience in Technical Product Support

• You have excellent English communication skills (written and verbal)

• You have previous experience with several operating systems, confident in using them

• You have an understanding of Agile practices and terminologies in software development and testing

• You have the ability to quickly learn and adapt to different technologies and processes

• You are able to troubleshoot and effectively communicate issues to stakeholders with varying levels of technical knowledge

• You are driven, goal oriented, and able to work both independently and as part of a team

• You can engage in constructive conflict resolution and are comfortable giving and receiving feedback

• You have the ability to handle ambiguous asks and quickly pivot as needed

• You are passionate about delighting the customers you work with and bring a personal touch to each interaction

• You have an ingrained bias for action and follow through on your commitments

• You approach your work with humility and embrace the opportunity to learn from mistakes