About the Role
This role involves handling complex technical inquiries from clients, diagnosing system issues, and working closely with engineering teams to ensure timely resolutions while maintaining high customer satisfaction.
Responsibilities
- Analyze and resolve escalated technical support cases
- Communicate with clients to understand reported issues
- Reproduce technical problems in test environments
- Document troubleshooting steps and solutions
- Collaborate with development teams to identify root causes
- Provide feedback to improve product quality
- Maintain up-to-date knowledge of system architecture
- Escalate critical issues following internal protocols
- Assist in creating technical documentation
- Support deployment and configuration activities
- Monitor system performance and report anomalies
- Follow incident management procedures
- Participate in on-call rotations if required
- Ensure compliance with service level agreements
- Train junior support staff when needed
- Contribute to knowledge base improvements
- Perform root cause analysis on recurring issues
- Coordinate with third-party vendors when necessary
- Validate fixes before closing support tickets
- Work within defined escalation paths
- Maintain accurate case records
- Adhere to data protection policies
- Support integration testing efforts
- Assist in onboarding new clients
- Participate in internal technical reviews
Compensation
Competitive salary based on experience and qualifications
Work Arrangement
On-site with mandatory relocation to Italy
Team
Collaborative technical team focused on support and system reliability
Relocation Support
Assistance provided for candidates relocating to Italy, including guidance on housing and local integration
Language Requirement
Native or bilingual proficiency in Italian is mandatory for client communication and documentation
Available for qualified candidates requiring work authorization
