Senior Technical Support - Product Operations (all genders)

THE ROLE & THE TEAM

Over the last years, we learned that solving fulfillment-related challenges for the good of our customers helps us to fuel the growth of our platform. With more partners joining our platforms, we have been developing and testing additional further fulfillment services tailored to their needs.

The Connected Network department is responsible for all partner-facing Zalando Logistics Solutions.  By unifying and collaborating these services under a single umbrella, we provide a more holistic approach to deliver the optimal fulfillment solution to meet our partners' needs, and leverage common services to enable partner program growth.

As a Senior Technical Support / Senior Product Operations Specialist for Connected Network, Zalando’s B2B Logistics unit developing Europe’s leading Logistics Platform recently launched under the ZEOS Logistics brand, you will be part of a team working on building and supporting a common platform and ecosystem of partner facing and internal facing  products.

You will be the main point of contact for both our internal teams and our brand partners, supporting them with product knowledge, troubleshooting technical issues and ensuring that incidents experienced by brand partners, or internal teams, are addressed promptly and effectively.

You can find out more about our department here.

INCLUSIVE BY DESIGN

At Zalando, our vision is to be inclusive by design. And this vision starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. You are welcome to leave out your picture, age, or marital status from your application. We only assess candidates on their qualifications and merit. 

We want to provide you with a great candidate experience. Feel free to inform us of any accommodations you may need, so we can best support you throughout the hiring process. 

do.BETTER - our diversity & inclusion strategy: https://corporate.zalando.com/en/our-impact/dobetter-our-diversity-and-inclusion-strategy
Our employee resource groups: https://corporate.zalando.com/en/our-impact/our-employee-resource-groups

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

• You'll be the first point of contact for technical questions from users, providing second level support

• You'll investigate and resolve the issues that our users face through fully understanding what the root cause is and addressing it with the right teams within the company

• You'll evaluate the criticality of the issues and escalate them accordingly, providing guidance, prioritizing support requests and firmly setting expectations while maintaining a close and positive relationship with the teams

• You'll work closely with the rest of the Tech team as well as other teams within the company, sharing your insights from a user perspective with them in order to constantly improve our product

• You’ll influence our product team on building something that matters for our users

WE’D LOVE TO MEET YOU IF…

• You have strong experience in writing SQL queries and analyzing data

• You have basic knowledge of Python and understanding of system architecture

• You have hands-on experience in REST API & JSON

• You have strong problem-solving skills with customer-orientation and passion to offer a great experience to our tool and platform users

• Clear communication in dealing with different stakeholders in English

• You demonstrate eagerness to collaborate with team members to increase internal knowledge and team efficiency by developing internal documentation

OUR OFFER

Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.

• Employee shares program

• 40% off fashion and beauty produc