Senior Technical Support Specialist (f/m/d)

About the role

Cropster is at its core a customer-oriented company where you will be surrounded by highly talented people that care about each other as much as they do about the success of our customers. To keep up and deliver on this promise, we’re looking for a passionate technical problem solver, who understands the value of being customer-oriented and delivers exceptional support services to our customer base.

What you'll do

• Core focus (80% of your time):

  • Own and resolve complex and high-impact technical issues for key accounts

  • Act as the main point of escalation for critical issues or outages

  • Partner with Product and Engineering teams to close the product improvement loop

  • Analyze support patterns to anticipate emerging issues and preempt customer pain

  • Maintain and evolve internal tools and documentation in collaboration with technical writers

  • Meet daily ticket targets, ensure SLAs are met, and strive for excellent customer satisfaction (CSAT) outcomes.

• Projects and initiatives (20% of your time):

  • Mentor 1-2 colleagues, run monthly “post-mortem” sessions

  • Lead or pilot one process improvement project per quarter

We are looking for someone with

• Significant experience in SaaS support or DevOps, with deep hands-on troubleshooting in Windows/macOS + TCP/IP networksP.

• Passion for solving customer issues and the desire to help them succeed.

• Expertise at identifying root causes under pressure.

• Ability to explain technical details in a simple and understandable way with a strong focus on our customers’ practical needs.

• A strong command of written and spoken English.

That said, we’d be particularly delighted to hire someone with

• Experience with basic electronic hardware troubleshooting, such as diagnosing sensor signal issues.

• Familiarity with PLCs (Programmable Logic Controllers) and PID (Proportional-Integral-Derivative) systems.

• Interest to learn about the specialty coffee industry.

• Additional languages (human and machine).

At this point, Cropster will only employ those who are legally authorized to work in Austria for this opening. For Non-EU applicants: please attach your work permit to your application.

What you can expect

The salary range for this position is € 49K to € 57K gross/year and we look at factors like your experience and individual qualifications to determine our offer. Additional benefits include budgets for education & wellbeing, and professional development, remote work and home office, very flexible working hours without core hours, paid time for volunteer work, access to mental health support, tax-friendly bike leasing, and an endless stream of really great coffee. We also make our best possible offer upfront—no games.

Apply now

We look forward to receiving your application! If you have any questions, don't hesitate to contact our team at jobs@cropster.com.