Customer Support Technician
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Support Technician supporting Optro’s AI-powered GRC platform. Troubleshooting client issues in German and English while partnering with engineering and product teams.
Responsibilities:
- Respond to client product functionality questions
- Provide technical troubleshooting via email, live chat, and scheduled live video sessions
- Learn the Optro platform and explain product features and functionality
- Collaborate with engineering and product teams to escalate issues
- Provide client feedback to drive product improvement
- Use AI tools and internal knowledge bases to draft responses, summarize tickets, and identify key issues
- Identify trends in client feedback and recommend user-experience improvements
Requirements:
- C1 / Advanced-High German & English proficiency (MUST)
- Physical residence in Poland, preferably Warsaw or Krakow (MUST)
- 3+ years SaaS / Tech Tier 1 Customer Support experience (MUST)
- Ability to work 9 AM – 6 PM BST shift (MUST)
- Proven ability to diagnose and resolve technical issues with empathy and patience
- Excellent written and verbal communication skills
- Ability to explain complex technical concepts simply
- Curious mindset and passion for technology
- Ability to own cross-functional relationships and drive issue resolution
- Bachelor's degree or commensurate combination of education and experience
- Accounting and audit knowledge is a plus
- Familiarity with helpdesk ticketing systems; Zendesk experience is a plus
- C1 or Advanced French proficiency is a plus
- Background check required
- Legally authorized to work in Poland
Benefits:
- Monthly work from home allowance - varies by location
- Benefits depend on location but include statutory coverage
- Competitive compensation & bonus program
- Annual leave and holidays
- Employee resource groups
- Opportunities for team and company-wide get-togethers
- Background checks required
Similar Jobs
Customer Support Technician
Customer Support Technician resolving technical issues for enterprises using Optro’s AI-powered GRC platform. Supporting clients remotely during USA weekday hours.
Support Engineer
Support Engineer resolving complex escalations and building support tools for Boulevard’s appointment-based self-care platform. Bridging Support and Engineering to improve product quality and customer experiences.
Senior Staff Technical Support Engineer
Senior Technical Support Engineer resolving complex API and AI Gateway issues for Kong, an AI connectivity platform. Advising enterprise customers and improving product stability and support operations.
Network Customer Support Engineer
Network Customer Support Engineer supporting Point One Navigation’s precise-location correction network. Improving monitoring, incident response, customer support, and scalable operations.
Support Analyst
WinCap Support Analyst supporting New York schools and BOCES with accounting and financial software. Troubleshooting client issues across purchasing, payables, receivables, budgeting and general ledger.
IT Support Technician
IT Support Technician providing remote first-level support for Kinaxis’s AI-powered supply-chain orchestration platform. Managing endpoints, accounts, devices, tickets, and IT service processes across Ireland and EMEA.
Customer Support Analyst
Customer Support Analyst supporting enterprise merchants on Localpayment’s cross-border payment platform. Troubleshooting payment integrations, leading incident resolution, and improving retention through analytics.
Support Technician
AI2IO Support Technician assisting users with Windows, Microsoft 365, networking, and devices. Managing licenses, hardware orders, escalations, and knowledge-base documentation remotely.
Senior Product Support Engineer
Senior Product Support Engineer troubleshooting complex enterprise security and network issues for Zscaler’s cloud security platform. Partnering with Engineering and mentoring support engineers.
Implementation Support Analyst
Implementation Support Analyst supporting pharmacy benefit implementations for EmpiRx Health, a clinically driven pharmacy benefits manager. Managing plan design inputs, member materials, follow-ups, and implementation deliverables.
Linux Administrator – L1 Support Engineer
Linux L1 Administrator monitoring and troubleshooting 24x7 Linux servers for an IT services company. Handling incidents, routine administration, backups, and SLA-driven support.
Technical Support Analyst I
Analista de suporte técnico monitorando ambientes, tratando incidentes e implementando melhorias. Atuação remota na TIVIT, multinacional brasileira de soluções digitais.
Data Platform Technical Support Engineer – AWS
Ingeniero de soporte técnico AWS para la plataforma de datos de knowmad mood, compañía de transformación digital. Resolución de incidencias L2 en AWS, Snowflake y Airflow.
IT Support Technician, Level 1-2 – Google Workspace
Remote IT Support Technician managing Google Workspace administration and Level 1–2 end-user support. Troubleshooting accounts, applications, devices, connectivity, and security issues.
Technical Support Associate
Technical Support Associate providing Tier 2 support for LRN’s ethics and compliance LMS platform. Resolving customer issues via Zendesk, email, chat, and phone while meeting SLA and KPI targets.
Senior Manager, Technical Support Engineering
Senior Manager leading global technical support operations for Pantheon’s cloud WebOps platform. Improving escalations, reliability, automation, and customer outcomes across distributed teams.
Especialista de Suporte Técnico – Atômica e Molecular
Technical Support Specialist supporting Agilent scientific equipment customers in Brazil. Installing, repairing, calibrating, and troubleshooting hardware, software, and network solutions with 75% travel.
Customer Support Analyst, Tax Invoices
Analista remoto orientando clientes da Contajá, plataforma brasileira de serviços contábeis e financeiros, na emissão de notas fiscais. Suporte a sistemas fiscais e resolução de inconsistências.
Technical Support Referent, Dutch
Technical support specialist handling automotive support requests for Expleo in Bucharest. Resolving Level 1 issues, managing cases, and supporting warranty-cost decisions.
Technical Support Referent, German
Technical support specialist resolving automotive service requests and escalating complex issues for Expleo. Translating German documentation and maintaining support knowledge bases.