Support Specialist for BeeHealthy

BeeHealthy; Helsinki; Remote; EUR 42,000 - 56,000; Full time

Benefits offered by this job

Occupational healthcare

Sports or culture memberships

Snacks and beverages

Team events

Job summary

BeeHealthy is seeking a Support Specialist to take ownership of customer issues from intake to resolution. You’ll build product knowledge, write knowledge-base content, and improve support processes while collaborating with SRE and Engineering on complex cases.

The role emphasizes strong English and Finnish communication, mentoring teammates, and contributing to a scalable, efficient support operation with a flexible remote-work policy.

Qualifications

• Experience in technical support or ICT customer-facing roles.
• Structured troubleshooting using logs and platform data.
• Clear written and spoken English and Finnish, with incidents handling.

Responsibilities

• Handle tickets end to end: prioritise, troubleshoot, resolve and document.
• Investigate issues using logs and tooling; decide on escalation.
• Communicate updates clearly during incidents and escalations.
• Collaborate with SRE and Engineering on complex cases until resolution.
• Mentor Junior Support Specialists and share knowledge in the knowledge base.
• Suggest improvements to support processes and documentation.

Skills

Tech support

Troubleshooting

English & Finnish

Mentoring

GDPR awareness

ITIL practices

Jira Service Management

Healthcare IT

German/Italian

Incident communications

Tools

Jira Service Management

Job description

Join us in our mission to make care smarter!

At BeeHealthy, we’re 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.

We’re 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, we’d 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. You’ll 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 escape
• 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 escape
• Clear written and spoken communication in English and Finnish, including with customers during incidents
• Willingness to mentor and support colleagues
• 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
• 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. You’ll 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: we’re committed to unlocking potential, both for ourselves and our customers.

We’re 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.

Recruitment process

• We read every application: Once the application period closes, we take time to review everyone who applied. You'll hear back from us, whatever the outcome.
• Short meeting with our VP Talent: A chance to get to know each other. The focus here is on bringing BeeHealthy's culture and values to life, and exploring how they resonate with your own.
• Meeting with the hiring manager: This conversation goes deeper into the role, its responsibilities and expectations, as well as the requirements.
• Team meeting and case assignment: You'll get to meet your future teammates and work through an engaging case.
• Possible meeting with our C-level team.
• Offer: When the right person meets the right role, we'll be in touch to make an offer and talk through the details together.

We review applications on a rolling basis and look forward to hearing from you. The start date is flexible and can be agreed together.