Product Support Specialist

We are looking for a PRODUCT SUPPORT SPECIALIST to join our team in Tartu, Estonia to provide advanced technical support and ensure the seamless operation of our in-house system. If you have a strong background in troubleshooting, excellent problem-solving skills, and the ability to communicate effectively with non-technical users, we would love to hear from you.

Your tasks will include:

• Provide advanced technical support for internal resources on an in-house system.
• Resolve technical issues escalated by Level 1 and Level 2 support.
• Maintain documentation for troubleshooting procedures and system configurations.
• Work closely with development and other teams to resolve system issues and improve performance.
• Monitor system performance.
• Assist in the deployment and upgrade of in-house software and systems.
• Conduct root cause analysis to prevent recurring issues.
• Stay up to date with technology trends to improve support processes.
• Analyse system logs and identify potential issues.
• Participate in IT projects and contribute technical expertise.

• 3+ of proven working experience in technical support or similar role.
• Strong proficiency in troubleshooting and resolving complex technical issues.
• In-depth knowledge of system architectures and functionalities.
• Familiarity with networking concepts, protocols, and troubleshooting techniques.
• Ability to manage multiple priorities and adapt to changing environments.
• Excellent problem-solving skills with a methodical approach to issue resolution.
• Strong communication skills in English, both verbal and written.
• Experience with remote support tools and techniques.
• Willingness to work occasional on-call shifts outside regular working hours.
• Previous experience with tools such as Freshdesk, Youtrack, MS Excel, SQL and ITIL foundations is good to have.

• Full time job, with paid lunch hour.
• A say in what you do and how you do it.
• Possibility to work on demanding yet rewarding projects.
• Possibility to improve your skills in a supportive team environment.
• Flexible working hours.
• Market competitive salary.
• Mental and physical health benefits, such as paid personal days and sports allowance.