Support Specialist - Healthcare SaaS (Remote)

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

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.