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About the role
Key responsibilities & impact- Work shifts as part of a Monday-to-Friday rota covering days, evenings, and nights
- Triage incoming alerts and customer tickets
- Operate our customer-facing status page during incidents and maintenance windows
- Handle inbound enquiries about ongoing or recent service events
- Take part in incident postmortems and contribute to continuous improvement
- Produce customer-facing incident reports based on output of postmortem process
- During day shifts, contribute to regular Customer Support ticket queue
- Help maintain the team’s playbooks, templates, and knowledge base
Requirements
What you’ll need- 1+ years of experience in customer support
- Familiarity with Zendesk or similar ticketing systems
- Familiarity with B2B SaaS or technical products
- Exposure to identity, authentication, payments, or related domains
- A second European language alongside English
Benefits
Comp & perks- Night hours are compensated extra
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
customer supportincident managementpostmortem analysisticket triageincident reporting
Soft Skills
communicationproblem-solvingteam collaborationcontinuous improvement