Technical Support Specialist (Remote, Germany)

About the role

This is a fully remote position based in Germany, supporting a fast‑growing, globally distributed business messaging platform. You will act as the primary technical contact for customers and partners, troubleshooting API and integration issues while helping organizations maximise the value of the messaging ecosystem.

Key responsibilities

• Provide technical support via tickets, chat, email and virtual meetings.
• Troubleshoot and resolve API, integration and platform functionality problems.
• Collaborate with second‑level support to identify root causes and implement solutions.
• Guide customers through onboarding, platform features and best practices.
• Work with internal commercial and onboarding teams to ensure smooth implementations.
• Escalate complex issues to external platform representatives when needed.
• Document support cases, resolutions and recurring issues.
• Contribute to process improvements and support quality initiatives.

Required profile

• 3‑4 years of experience in technical or customer support.
• Degree in Computer Science, IT, Engineering or a related field.
• Professional proficiency in English (C1) and fluency in at least one additional language.
• Strong analytical and problem‑solving abilities.
• Excellent communication and customer‑empathy skills.

Required skills

• HTML, JavaScript, CSS.
• Hands‑on experience with REST APIs and Webhooks.
• Familiarity with help‑desk or ticketing systems.