Technical Support Agent EMEA

3+ years experience within tech support function role, preferably in B2B SaaS Bachelor's degree in Information Technology, Computer Science, or related field Ability to turn complex technical information into easy-to-understand instructions Client centricity mindset Master troubleshooting tools and concepts Problem solving skills and an investigator mindset Ability to work under pressure and adapt to a fast-changing environment Basic knowledge of SQL for querying databases Experience with ticketing systems (e.g Zendesk) Experience with monitoring service applications (e.g Datadog) Basic understanding of HTTP APIs Fluent French & English (US/UK) Ideally B2 level or equivalent in German

Answer written requests from clients Guarantee customer satisfaction and respect KPIs/SLAs Identify and document bugs for R&D team Contribute to improving customer support processes Handle valuable customers as a dedicated agent Assist with team scaling and new joiner onboarding Become a subject-matter expert and treat escalations Improve processes and efficiency by offering automation solutions