Technical Support Specialist (f/m/d)
Technical Support Specialist (f/m/d)
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Job Description
About the role
Were looking for a methodical technical problem solver to join our Technical Support Team. You will work with experienced colleagues to help customers resolve technical issues with our software and related hardware products. This role offers the opportunity to deepen technical expertise while enhancing the experience of our customer base in the specialty coffee industry.
What youll do
- Core focus (90% of your time):
- Handle technical support tickets across our product suite with accuracy and efficiency
- Troubleshoot software and hardware issues for customers using systematic diagnostic approaches
- Collaborate with senior team members to resolve complex technical problems
- Document solutions and contribute to our knowledge base to help the team learn and grow
- Communicate technical information clearly to customers with varying levels of technical expertise
- Meet daily ticket targets ensure SLAs are met and strive for excellent customer satisfaction (CSAT) outcomes
- Growth & development (10% of your time):
- Participate in team knowledge-sharing sessions and peer reviews.
- Contribute to process improvement initiatives.
- Develop expertise in specialized areas of our product ecosystem.
We are looking for someone with
- Strong technical aptitude with experience in Windows/macOS environments and basic networking concepts.
- Genuine curiosity about how things work and a methodical approach to problem-solving.
- Excellent written and verbal communication skills with attention to grammar and clarity.
- Customer service mindset with patience and empathy when helping users through technical difficulties.
- Learning agility and eagerness to develop deep product knowledge.
- Strong command of written and spoken English.
That said wed be particularly delighted to hire someone with
- Experience with basic electronic hardware troubleshooting such as diagnosing sensor signal issues.
- Familiarity with PLCs (Programmable Logic Controllers) and PID (Proportional-Integral-Derivative) systems.
- Specialty coffee industry knowledge.
- Fluency in additional languages (human and machine).
- Previous experience in technical support or customer-facing technical roles.
We offer a supportive team environment where youll have the opportunity to grow into senior technical roles including comprehensive product training and dedicated mentorship from experienced colleagues to help you develop your skills and advance your career. Your work will have a direct impact on customer success and youll thrive in a collaborative atmosphere with exciting opportunities to contribute to cross-team projects.
What you can expect
The salary range for this position is 46K to 54K gross/year and we look at factors like your experience and individual qualifications to determine our offer. Additional benefits include budgets for education & wellbeing and professional development remote work and home office very flexible working hours without core hours paid time for volunteer work access to mental health support tax-friendly bike leasing and an endless stream of really great coffee. We also make our best possible offer upfront - no games.
Employment Type
Full Time
