Your Mission:

• Provide B2B customer support through a ticketing system
• Take ownership, analyze, troubleshoot, and coordinate the resolution of technical issues
• Quickly comprehend customer impact of issues, prioritize and escalate accordingly
• Formulate responses to issues, communicate progress and resolution efficiently
• Collaborate with developers, Product Owners, and Customer Success teams
• Mentor support team members
• Aspire to become functional expert for our products and knowledge evangelist for the wider company
• Invest in issue prevention by collaborating on documentation and knowledge bases
• Invest in service quality by continuously improving our processe

What you need to succeed:

• Excellent English language skills, both written and verbal
• Previous experience in professional technical support for complex software system vendors
• Strong ability to explain technical and functional concepts in writing
• Experienced in the troubleshooting of internet fundamentals DNS, latency/connectivity, HTTP, HTTPS , SSL certificates, and authentication
• Proficient with editing JSON documents
• Experienced with developing queries and analysis of trends (ideally from logs)
• Basic understanding of REST
• Basic understanding of Cloud based infrastructure (AWS and GCP preferrable)
• Basic understanding of the current SaaS ecommerce tech stack
• Empathy and reliability
• Willingness to make mistakes to learn

Annual salary: Not Published

Berlin, Germany