Technical Support Agent

Description

**Hey there! Let us introduce ourselves!** We're **Doofinder**, we were born to make technology accessible for companies of any size, anywhere, to grow. Since 2011, our team has developed a top search technology for websites and eCommerce, that helps online retailers increase their sales. We are agile, open, inclusive, and customer\-centric. But above it all, in Doofinder people come first. We are a company with people of many different nationalities, cultures, and languages. We sell all over the world and speak the language of our customers. That makes our environment a place where we learn every day: we are enriched by the origin, culture, and personal history of very different people who have a common dream – to make powerful, affordable products and to contribute to the sustainable future of our thousands of customers. We are looking for a proactive, self\-motivated and solution\-oriented **Technical Support Agent** to join our Support Department. Your mission will be to diagnose, troubleshoot and resolve technical issues raised by our customers. You will engage with customers through emails, calls and 1:1 meetings, helping them understand and get the most out of Doofinder's technology, while digging into logs, requests and code\-level details to get to the root of every problem. **Key Responsibilities** * Address customer product \& technical issues, debug and resolve them efficiently through our ticketing system (email, calls, 1:1 meetings). * Investigate technical incidents end\-to\-end: reproduce issues, inspect logs and network requests, and identify root causes. * Ensure customers fully understand Doofinder and are guided to make the most of the tool's full potential. * Communicate complex technical topics in a clear and customer\-friendly manner. * Work closely with the Development team to escalate unresolved issues and follow up until resolution. * Manage multiple priorities while maintaining a solution\-oriented mindset. * Take initiative, work independently, and contribute to team success. * Build strong relationships with customers, acting as a trusted technical point of contact. * Collect and analyze customer feedback to suggest improvements to the product and support process. **Required Skills and Experience** * Experience in technical customer support, technical account management, or a similar technical customer\-facing role. * Solid problem\-solving mindset with a hands\-on, resolutive approach to debugging. * Comfortable using browser dev tools, reading logs, and understanding HTTP requests/responses. * Knowledge of HTML, CSS and JavaScript. * Strong communication skills to explain technical concepts clearly to non\-technical customers. * Comfortable leading calls and meetings. * **Fluent in English and Spanish** (required). * EU work permit is a must. **Nice to Have** * Experience in SaaS or e\-commerce environments. * Familiarity with GitHub (opening and tracking issues). * Familiarity with Intercom or similar customer engagement/ticketing platforms. * Familiarity with Postman and Grafana. **Languages** * Native German * Fluent in either English and Spanish **What could you expect from Doofinder?** Real stability with a permanent contract (Indefinido) in an innovative and rapid growth company with a future project on e\-commerce industry. Competitive salary Career plans and professional development ️ The most innovative and unique technology \& tools International environment with over 33 different nationalities. ️ 22 days of Annual Leave (plus 24\-31 December as discretionary days) ️ Flexible compensation system for benefits Doofinder compensates referrals \- you could benefit from referring new professionals, colleagues \& friends. Real Work work\-life balance \- flexibility with Friday's afternoon Off Fruit, snacks \& monthly lunch, and weekly news at the office Communities \& activities Outdoors: ping\-pong, football, golf, chess, etc. Green environment and open spaces in a very cool and modern office. Needing some disconnection from work? Please, go and play some arcade games at our office! After\-hours chats, role plays, interactions, and much more! **If you would like to know more, do not hesitate to apply and we’ll get in touch to fill you on details. We will be delighted to know you!**