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About the role
Key responsibilities & impact- Handle customer queries over email and chat, with occasional remote sessions, within SLA targets.
- Investigate and reproduce bug reports, then work with Dev and QA to confirm and log them.
- Use Postman, HTML, and CSS to dig into and resolve customer-specific requests.
- Translate customer feedback into clear, actionable reports for the product team.
- Own integration-related questions - door access, payment gateways, accounting systems.
- Build relationships with customers by understanding their setup and catching issues before they escalate.
- Collaborate across teams to share knowledge and contribute to how our products develop.
Requirements
What you’ll need- 2+ years in a technical support role.
- Comfortable working in Intercom or similar helpdesk tools and with remote desktop sessions.
- Solid grasp of support fundamentals: ticket prioritization, escalation, SLA, and CSAT.
- Strong troubleshooting instincts - you dig until you find the root cause.
- HTML, CSS, or REST API experience is a plus.
- Familiarity with accounting software, CRMs, or email domain management is a plus.
- A CS degree or related field is preferred but not required.
- Familiarity with AI tools - using them in a support workflow, not just knowing they exist - is a plus.
- Excellent command of written and spoken English.
Benefits
Comp & perks- Premium health insurance, including dental coverage.
- 25 days of annual paid leave.
- An additional day off to celebrate your birthday.
- 3 paid volunteering days per year.
- Full compensation for the first 3 days of sick leave.
- Additional Parental leave.
- To ease your commute, we provide you with either parking access or a public transport pass.
- Hybrid work model (minimum 40% of monthly working time onsite).
- Co-funded sports card to support your active lifestyle.
- Learning and development opportunities.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
HTMLCSSREST APItroubleshootingticket prioritizationescalationSLACSATcustomer supportbug reporting
Soft Skills
communicationrelationship buildingcollaborationproblem-solvingcustomer feedback translationattention to detailroot cause analysisadaptabilitytime managementinterpersonal skills
Certifications
CS degree