Technical Customer Support (m/f/d)

About Us

Welcome to Netigate, a dynamic platform at the forefront of revolutionizing employee and customer engagement. Our mission is to provide organizations with the insights they need to foster meaningful interactions and achieve outstanding outcomes. Through our innovative interface and advanced analytics, we enable companies to comprehend and act on feedback from both their workforce and customers. Join our dedicated team and help transform business connections and growth in today's digital age. Together, we will unlock the full potential of organisational engagement and customer success.

Your Role at a Glance

You’ll be the first point of contact for our customers, helping them get the most out of our AI-powered feedback and insights platform. What matters most to us is your curiosity, passion for technology, and willingness to learn — not your previous experience. You’ll play a key role in ensuring a smooth and satisfying customer experience by resolving technical issues, identifying product improvements, and collaborating across teams.

This role can be based in either our Frankfurt, Helsinki or Stockholm office.

Your Key Responsibilities

• Respond promptly and accurately to customer inquiries via phone, email, and chat.
• Identify root causes of customer issues and guide them in using our AI-based feedback and insights platform.
• Troubleshoot technical challenges, from API integrations to multilingual survey distributions and AI-generated insights.
• Analyze and report technical and user experience issues by testing different scenarios.
• Manage the full incident lifecycle, starting from support.
• Collaborate with the support team to identify and suggest product improvements that enhance customer satisfaction.
• Follow up with customers to ensure their technical issues are fully resolved.
• Test and provide feedback on bug fixes delivered by the development team.
• Contribute to the adoption of AI tools to scale support operations and improve customer satisfaction.
• Support other customer-facing teams with product-related questions.
• Use tools like Jira, Intercom, and MS Teams in your daily work.
• Experience / interest in creating support content is considered a plus.

Your Profile

• Previous experience as a Technical Customer Support Specialist or in a similar customer service role. Your past job title is less important than your hands-on experience with customers and being tech interested. 
• Fluent in both German and English; knowledge of a Nordic language is a plus.
• Strong communication skills and a customer-first mindset.
• Passionate about new technologies and solving complex technical problems.
• Enjoy working in an international team and tackling technical challenges.

What you can expect

• An inclusive and supportive work environment where diversity and creativity are celebrated.
• An environment where your ideas are valued, and you have the opportunity to make a meaningful contribution from the start.
• Opportunities for professional growth and career advancement within an international growing company.
• No matter your role, whether you're just starting out or in a leadership position, we focus on the value you bring to the table. Creativity and impact are what matter most.
• We believe in celebrating our achievements. Wether it's a summer festival or New Year party: we make sure to enjoy our successes and build strong team connections.

Our Culture

At Netigate, we pride ourselves on our collaborative, imaginative, and learning-focused culture. We believe in the collective strength of diverse perspectives - the "power of WE." We cultivate an atmosphere where fresh ideas are shared, challenges are embraced, and individual growth is encouraged.

We encourage all applicants to consider submitting an anonymous CV as part of our commitment to fostering a non-discriminatory and inclusive recruitment process.