Support Specialist for BeeHealthy

BeeHealthy Oy; Helsinki; Hybride; EUR 42 000 - 64 000; Plein temps

Avantages offerts par ce poste

Generous, Nordic-style paid holiday

Flexible remote-work policy and hours

Wide range of IT equipment to choose

Comprehensive occupational healthcare

Sponsored sports or culture membership

Healthy snacks and drinks at the офис

Résumé du poste

BeeHealthy Oy is hiring a Support Specialist to handle end-to-end support tickets, troubleshoot issues from logs to resolution, and keep customers informed during incidents. You will collaborate with SRE and Engineering on complex cases and mentor junior teammates to improve knowledge sharing.

The role emphasizes documenting solutions in our knowledge base, contributing to process improvements, and ensuring customer context is reflected in all communications.

Qualifications

• Experience in technical support, IT service desk, or another customer-facing ICT role.
• Structured troubleshooting skills, including reading logs and narrowing down root causes.
• Sound judgement on when to dig deeper, when to resolve, and when to escalate.
• Clear written and spoken communication in English and Finnish, including with customers during incidents.
• Strong documentation habits.
• Willingness to mentor and support colleagues.

Responsabilités

• Handle tickets end to end: prioritise, categorise, troubleshoot, resolve, and document them.
• Investigate issues using logs, tooling, and platform knowledge, and decide when to resolve them yourself and when to escalate.
• Keep customers updated clearly during incidents, escalations, and follow-ups.
• Work with SRE and Engineering on complex cases, keeping ownership until issues are resolved or clearly handed over.
• Spot recurring issues and raise them for Problem Management with the Service Delivery Manager.
• Turn your troubleshooting into reusable troubleshooting guides and known solutions in our knowledge base.
• Mentor Junior Support Specialists, helping them build confidence and solve problems on their own.
• Proactively suggest improvements to support processes, documentation, and ways of working.
• Work with Service Delivery to ensure relevant customer context is understood and reflected in support communication.

Connaissances

Technical support

Troubleshooting

Escalation decisions

Clear communication (EN & FI)

Documentation

Mentoring

Outils

Jira Service Management

GDPR knowledge

Description du poste

Join us in our mission to make care smarter!

At BeeHealthy, were on a mission to make care smarter through our configurable, white-label SaaS platform. We combine over 115 years of healthcare expertise with modern technology, serving social, healthcare, and veterinary providers alongside insurance organisations in over 10 countries across Europe, the Middle East, and Africa.

Were a team of 90+, with 60+ in our product organisation, growing fast and looking for people who want to do meaningful work. If you care about impact, quality, and building products that genuinely improve how care is delivered and received, wed love to hear from you.

About the role

As a Support Specialist, you handle support issues independently from intake to resolution, with high-quality ticket handling, customer communication, and documentation. Youll build strong product and platform knowledge, spot recurring issues, and help improve how Support operates.

What you will do

• Handle tickets end to end: prioritise, categorise, troubleshoot, resolve, and document them
• Investigate issues using logs, tooling, and platform knowledge, and decide when to resolve them yourself and when to escal
• Keep customers updated clearly during incidents, escalations, and follow-ups
• Work with SRE and Engineering on complex cases, keeping ownership until issues are resolved or clearly handed over, so nothing gets lost between teams
• Spot recurring issues and raise them for Problem Management with the Service Delivery Manager
• Turn your troubleshooting into reusable troubleshooting guides and known solutions in our knowledge base
• Mentor Junior Support Specialists, helping them build confidence and solve problems on their own
• Proactively suggest improvements to support processes, documentation, and ways of working
• Work with Service Delivery to ensure relevant customer context is understood and reflected in support communication

What you bring

• Previous experience in technical support, IT service desk, or another customer-facing ICT role
• Structured troubleshooting skills, including reading logs and narrowing down root causes
• Sound judgement on when to dig deeper, when to resolve, and when to escal
• Clear written and spoken communication in English and Finnish, including with customers during incidents
• Strong documentation habits
• Willingness to mentor and support colleagues

Bonus points

• Interest in exploring and developing AI-based solutions that make Support faster and more effective
• Experience with Jira Service Management or similar
• Familiarity with ITIL practices
• Experience in healthcare or another regulated environment, and an understanding of handling sensitive data (GDPR)
• German and/or Italian

What success looks like

• You resolve support issues independently and efficiently
• You make sound escalation decisions and involve SRE or Engineering at the right time
• Your tickets are accurate, appropriately prioritised, and well documented
• You communicate clearly with customers throughout the support lifecycle
• You help Junior Support Specialists develop their troubleshooting and ticket-handling skills
• You strengthen the Support knowledge base with practical, reusable documentation
• You identify recurring issues and help reduce them through Problem Management and continuous improvement
• You contribute to a more consistent and scalable Support operation

Benefits

• Generous, Nordic-style paid holiday
• Flexible remote-work policy and working hours
• Wide range of IT equipment to choose from
• Comprehensive occupational healthcare
• Sponsored sports or culture memberships
• Healthy snacks and drinks at the office
• Regular team days, game nights, and social events

Culture at BeeHealthy

At BeeHealthy, freedom and responsibility go hand in hand. Youll be trusted to work independently while collaborating closely with your colleagues, sharing knowledge, learning continuously, and respecting each other both professionally and personally.

Our culture is guided by strong values:

• Skill and Knowledge: we never stop learning
• Caring and Responsibility: we look out for each other and the people who use what we build
• Partners and Entrepreneurship: we innovate through collaboration
• Growth and Development: were committed to unlocking potential, both for ourselves and our customers

Were a close-knit, international team where talent and knowledge-sharing thrive. We believe that building great healthcare technology starts with taking care of the people who build it.