This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist based in Germany.
This is a fully remote technical support role focused on helping customers successfully use a growing B2B SaaS platform.
You will provide hands-on assistance across software functionality, configuration, integrations, and technical troubleshooting.
Working primarily with French- and English-speaking customers, you will play an important role in delivering a clear, responsive, and high-quality support experience.
You will collaborate closely with Product Development and QA teams to investigate complex issues and communicate valuable customer feedback.
The role offers the opportunity to build deep product expertise while contributing to support processes, documentation, and continuous improvement.
You will work within an international, distributed team that values autonomy, learning, and customer focus.
This position is well suited to a technically curious support professional who enjoys solving problems and helping customers get measurable value from technology.
Accountabilities
- Provide timely, clear, and helpful customer support through phone, chat, and email in both French and English.
- Diagnose and troubleshoot technical issues related to SaaS functionality, configuration, integrations, and customer workflows.
- Investigate customer problems methodically, identify root causes where possible, and provide practical solutions or workarounds.
- Escalate complex or unresolved technical issues to Product Development, QA, or other relevant internal teams with clear documentation and context.
- Maintain accurate records of customer inquiries, technical issues, troubleshooting steps, and resolutions within the support system.
- Follow up on escalated issues and help ensure customers receive appropriate updates and resolutions.
- Build strong knowledge of the product portfolio, including new features, enhancements, integrations, and relevant technical capabilities.
- Contribute to knowledge base articles, internal documentation, troubleshooting guides, and other resources that improve the support experience.
- Identify recurring customer issues and proactively suggest improvements to support processes, product functionality, and customer documentation.
- Assist with product demonstrations and customer training sessions when required.
- Share customer feedback and recurring technical challenges with internal teams to support continuous product improvement.
- Stay informed about relevant SaaS and short-term rental technology trends to provide increasingly effective customer guidance.
- Work collaboratively within a distributed international support environment while maintaining a strong customer-first mindset.
Requirements:
- 2+ years of experience in technical support, customer support, help desk, or call centre roles, ideally within a SaaS or technology environment.
- C2-level proficiency in both French and English, with excellent written and spoken communication skills in both languages.
- Experience supporting customers through multiple channels, including phone, chat, and email.
- Strong technical troubleshooting and problem-solving skills, with the ability to understand issues, investigate potential causes, and communicate solutions clearly.
- Comfortable working with SaaS applications, software configurations, integrations, and technology-related customer issues.
- Strong customer orientation and commitment to delivering accurate, timely, and high-quality support.
- Ability to explain technical concepts clearly to customers with different levels of technical knowledge.
- Strong written communication skills and attention to detail when documenting issues and resolutions.
- Collaborative approach, with the ability to work effectively with Product Development, QA, and other internal teams.
- Eagerness to learn new technologies, product features, and industry concepts.
- Proactive mindset, with an interest in identifying recurring issues and contributing to process and documentation improvements.
- Ability to work independently in a fully remote environment while remaining engaged and responsive to customers and colleagues.
- Willingness to work shifts, with the primary schedule for this role being 9:00 AM to 6:00 PM CET.
- Availability to work within the EMEA region and collaborate effectively with distributed international teams.
Benefits:
- Competitive compensation aligned with market rates in the applicant’s country of residence.
- 100% remote working, with the flexibility to work from a home office, coworking space, or another suitable location within your country of residence.
- Stock options, providing an opportunity to participate in the organisation’s long-term success.
- Flexible working environment designed to support autonomy and work-life balance.
- Annual paid leave aligned with local country and employment regulations.
- Country-specific benefits such as health insurance and pension contributions, where applicable.
- Professional growth and career development opportunities within a rapidly growing technology environment.
- Opportunity to work with an international team distributed across more than 40 countries.
- Diverse and collaborative culture that encourages learning, ownership, innovation, and continuous improvement.
- Exposure to a growing B2B SaaS product and the opportunity to develop strong technical and customer-facing expertise.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
#LI-CL1
