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Overview

This remote role, based in Germany, invites a technically skilled professional to join a fast-expanding global environment focused on business messaging technologies. The Technical Support Specialist will support clients by resolving intricate API and platform issues, engaging across various communication methods, and collaborating with diverse teams to optimize messaging solutions.

Key Responsibilities

Deliver technical assistance via ticketing systems, chat, email, and virtual meetings, ensuring superior customer service.
Diagnose and fix problems related to APIs, system integrations, and messaging platform features.
Work closely with second-tier support to uncover root causes and deploy effective fixes.
Assist clients and partners with platform functionality, onboarding, and best practices in business messaging.
Coordinate with commercial and onboarding divisions to facilitate seamless client experiences and implementations.
Escalate complex technical issues to external platform contacts when necessary.
Document support interactions, solutions, and repetitive problems to enhance procedural efficiency.
Identify and suggest improvements to support processes to boost quality and customer satisfaction.

Candidate Profile and Requirements

Between 3 and 4 years’ experience in technical or customer support roles.
Degree in Computer Science, IT, Engineering, or related disciplines.
Comprehensive understanding of web technologies, including HTML, JavaScript, CSS, and API operations.
Practical experience with RESTful APIs and Webhooks.
Familiarity with helpdesk and ticketing platforms.
C1 or higher proficiency in English and fluency in at least one additional language.
Strong analytical and problem-resolution skills.
Excellent communication, active listening, and empathy towards customers.
Capability to juggle multiple priorities efficiently in fast-moving settings while keeping attention to detail.
Motivation to grow expertise in advanced technical support environments.

Desirable Skills

Knowledge of WhatsApp Business API or Meta Graph API.
Programming skills in SQL, JavaScript, Python, React, or related technologies.
Experience with monitoring and observability tools like Grafana.
Prior leadership or people management experience.
Additional language proficiencies.

Benefits and Compensation

Remote work opportunity with contractual flexibility from any location.
Annual pay scale between €20,000 and €30,000, adjusted based on experience and qualifications.
Chance to be part of a dynamic, evolving industry focused on innovative business messaging.
Collaborative international team environment with technology experts.
Continuous learning exposure to current communication technologies.
Entrepreneurial culture offering autonomy and responsibility.
Support for professional growth and knowledge-sharing.

Additional Information

This vacancy is listed via a partner company, which manages all application assessments and subsequent steps independently.

Data Privacy and AI Usage Notice: Applicants acknowledge that their information will be processed in accordance with data protection laws including GDPR, using AI-assisted review tools to support recruitment decisions. Final hiring determinations are made by human evaluators.

Technical Support Specialist