Technical Support Representative
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Job Description
Technical Support Representative troubleshooting Yodeck’s digital signage SaaS platform. Resolving player, network, and configuration issues for customers across chat, email, and phone.
Responsibilities:
- Own incoming technical tickets from first response through confirmed resolution via chat, email, and phone
- Diagnose player issues across Raspberry Pi, Android, Windows, and Samsung and LG commercial smart displays
- Troubleshoot customer network problems involving connectivity, DHCP, DNS, firewalls, proxies, and blocked hosts
- Run remote sessions to help customers get players online and configured
- Gather device, operating system, app version, network setup, affected screen count, and reproduction details
- Escalate unresolved issues to Engineering with reproduction steps and customer impact
- Handle conversations handed over by the AI support agent and identify improvements for its answers and help-center content
- Keep tickets, statuses, and notes current; raise SLA or churn risk to the lead
- Identify recurring questions, suspected bugs, and feature gaps for Product
- Complete onboarding, troubleshooting playbook, SSH, and network lab training during the first 90 days
- Progress from shadowing and buddy-reviewed tickets to independently handling the standard queue
- Contribute an improvement to a troubleshooting playbook or help-center article
Requirements:
- Comfort with core networking concepts: LAN, DHCP, DNS, firewall, proxy, and port
- Comfort with Linux and Windows operating systems
- Patience and ability to explain technical fixes in plain language
- Ability to isolate causes by forming and testing theories
- Willingness to follow documented processes precisely and ask for help when needed
- Master's or Bachelor's in Information Technology or relevant Computer Science
- Excellent written and spoken English at C1 level or above
- Previous helpdesk, technical support, or IT support experience (nice to have)
- Hands-on experience with Raspberry Pi and Linux (nice to have)
- Experience with Intercom, Zendesk, or Freshdesk (nice to have)
- A second language, particularly German, French, Spanish, or Dutch (nice to have)
Benefits:
- Competitive salary
- Company-wide bonus scheme
- Great stock option plan
- Award-winning workplace, recognized as the Best Workplace
- Hybrid Work From Home policy
- Office gym
- Nutritionist
- Meal vouchers
- Individual training budget for professional development
- Private medical insurance plan
- Fun and collaborative start-up environment
- Flexible working arrangements
- Commuting expenses
- Equal opportunity and workplace diversity
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