Advanced Second-Line Tech Support Specialist

Valo Motion

Helsinki

Hybrid

EUR 42,000 - 52,000

Full time

11 days ago

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Job summary

Valo Motion is seeking a Second-Line Technical Support Specialist to own escalated technical cases across hardware, software and connectivity. You will troubleshoot with customers via video/phone/email/WhatsApp and coordinate with Development, Cloud and Hardware as needed to move cases forward.

You will also help improve support through documentation and knowledge-sharing, coaching First-Line, and identifying smoother workflows.

Qualifications

Fluent English for communicating with customers and colleagues.
Experience in second-line / tier 2 or technical customer support in a B2B tech environment.
Ability to troubleshoot across hardware, software and connectivity.

Responsibilities

Own escalated technical cases across hardware, software, connectivity and operations, from diagnosis through to resolution.
Troubleshoot directly with customers via video calls, phone, email and WhatsApp, including remote diagnostics when something isn't working as expected.
Dig into root causes and coordinate with Development, Cloud and Hardware when a case needs deeper expertise.
Keep customers in the loop with clear updates and next steps, even when the answer isn't immediately obvious.
Support First-Line through coaching, knowledge-sharing, documentation and troubleshooting guidance that helps the whole support team succeed.
Spot patterns and opportunities to improve. Recurring issue? A workflow that could be smoother? You'll have room to suggest and help build better ways of working.