Technical Customer Experience Specialist

About the Role
We are looking for a Technical Customer Experience Specialist to join our growing digital business and provide high-quality online support to our customers. 

This role is ideal for someone with previous technical support experience who enjoys investigating problems, helping customers, and working closely with technical and operational teams to resolve issues.

You will be one of the primary points of contact for customers requiring assistance with our digital platform and services. You will take ownership of support requests from initial contact through investigation, resolution and follow-up.

Key Responsibilities

• 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.
• Take ownership of support tickets and manage them through to resolution.
• Gather relevant information, logs, screenshots and other diagnostic information to help identify the cause of technical issues.
• Reproduce reported problems and distinguish between user, configuration, connectivity and software-related issues.
• Resolve issues directly where possible and escalate more complex problems to engineering or other specialist teams.
• Clearly document issues, investigation steps, findings and resolutions within the support platform.
• Keep customers informed of progress, particularly when an issue requires escalation or additional investigation.
• Prioritise support requests according to severity, customer impact and agreed service levels.
• Monitor outstanding support requests and ensure appropriate follow-up.
• Identify recurring issues and work with product and engineering teams to address underlying causes.
• Create and maintain FAQs, troubleshooting guides, knowledge-base articles and other customer support documentation.
• Provide feedback to Product and Engineering teams based on customer issues and recurring support trends.
• Assist with customer onboarding, configuration and implementation where required.
• Contribute to improving support processes, tools, reporting and overall customer experience.

Experience & Skills

Required

• 3+ years experience in technical customer support 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 in some of the following would be beneficial:

• SaaS or cloud-based platforms
• APIs and system integrations
• REST APIs and tools such as Postman
• Reading and interpreting application or system logs
• Basic SQL or database querying
• JSON and other common data formats
• Mobile applications, including Android and iOS
• Payment or transaction-processing systems
• AWS or other cloud environments
• Jira, Zendesk, Freshdesk, Intercom or similar platforms
• Monitoring and diagnostic tools
• Working with software development or engineering teams
• Supporting enterprise or B2B customers

What We’re Looking For
You are naturally curious and enjoy understanding why something isn’t working rather than simply passing the problem to somebody else. You are comfortable communicating directly with customers while also being able to work effectively with engineers and other technical specialists. You take ownership of problems, communicate clearly and understand that keeping a customer informed can be just as important as resolving the technical issue itself. You should be comfortable working in a fast-moving digital environment where priorities can change and where support often requires collaboration across Customer Success, Operations, Product and Engineering.

What We Offer

• 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