Technical Support Specialist (Second Line) to own complex customer cases at Valo Motion

Valo Motion; Helsinki; Hybrid; EUR 42,000 - 52,000; Full time

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.

Skills

Fluent English

Full-stack troubleshooting

End-to-end case ownership

Customer-facing confidence

Cross-functional collaboration

Tools

Windows OS

Device Manager

Job description

Do you like being the person the team turns to when a case gets too tricky for anyone else to crack – the one customers trust to stay calm and see it through, and the one the rest of the team trusts to just get it done? This might be the job for you.

Key points about the role at a glance

You'll own escalated technical cases end-to-end. Once First-Line has covered the basics, it lands with you – and you look at the whole system, not just whether it's "a hardware problem" or "a software problem."

You're the calm, methodical voice when things aren't working as they should. Whether it's over a video call, email or WhatsApp, you know how to guide the customer through the situation and keep things moving.

You'll have real ownership. You decide how to investigate a case, when to bring in experts from Development, Cloud or Hardware, and how to keep the customer informed along the way.

You enjoy being the detective. Unusual error messages, ageing hardware, unreliable connectivity – you dig deeper, connect the dots and keep going until you understand the actual root cause.

You'll work across both customer and technical teams. Roughly half your time is spent with customers and half coordinating internally, so you're comfortable navigating both worlds.

You already have solid technical support experience under your belt. This could be from Second-Line / Tier 2 support, IT support or technical customer support in a B2B tech environment – ideally with products that bring together hardware, software and connectivity.

English is our working language. You'll work with customers and colleagues across different countries and cultures, so being comfortable communicating in English is key.

We're looking for a Second-Line Technical Support Specialist to join our Customer Success team at Valo Motion. This is a role with real ownership: you'll be the person our customers and team turn to when things get genuinely tricky. You'll solve complex technical cases, work closely with our Development, Cloud and Hardware teams, and help turn what you learn along the way into better ways of working for the whole team.

And because our products are used by customers around the world, you'll get to solve a pretty wide range of technical challenges with people across different countries and cultures.

Let us introduce ourselves quickly: we work at the intersection of gaming and physical activity. Our products ValoClimb , ValoArena , Groundfall and ValoJump combine mixed-reality games with real-world physical challenges like climbing walls and trampolines. The result? Gaming experiences that get people, especially kids, moving – and having fun while doing it.

Sounds like your kind of challenge? Keep reading!

What is the role, and who would you be working with?

As our Second-Line Technical Support Specialist, you'll take ownership of technical cases that need a deeper level of investigation across hardware, software and connectivity. You'll troubleshoot directly with customers, dig into root causes and work closely with our Development, Cloud and Hardware teams when additional expertise is needed to move a case forward.

But the role isn't only about solving one case after another. You'll also have the opportunity to use what you learn to make our Technical Support even better – whether that's improving documentation, sharing knowledge or finding smoother ways for First-Line and Second-Line to work together.

Your tasks include:

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.

Your future team & work environment

Your team: You'll report to Dan Alecu, who leads First- and Second-Line support, and work closely with Bridget Laye, our Head of Customer Success, your Second-Line colleague Mykhailo, and, depending on the case, specialists across Development, Cloud and Hardware. It's a collaborative setup where you'll have access to the people who know our products inside out.

Become part of #ValoTeam: You'll join a team of imaginative, enthusiastic and curious professionals who are excited about our mission to get people moving.

What will help you succeed in this role?

Fluent English: You'll work with customers and colleagues across different countries and cultures, so you'll need to be comfortable communicating technical concepts in English. German, French or another language is a great plus.

A full-stack troubleshooting mindset: You don't stop at "is this hardware or software" — you investigate the whole system. Comfortable navigating Windows environments (Device Manager, drivers, basic scripting), you also have a "PC builder" instinct for physical components (GPUs, RAM, peripherals, power) and know your networking basics (IP addressing, DNS, DHCP, ping/traceroute) well enough to figure out why a machine suddenly can't reach the network. Our software is custom-built, so we care more about these fundamentals than experience with any specific tool or stack.

End-to-end case ownership: You're comfortable taking responsibility for an escalated customer case, investigating what is happening and seeing it through to resolution.

Customer-facing confidence: You're comfortable on video calls, know how to explain technical things simply and can stay calm and clear when the situation gets challenging.

Cross-functional collaboration: You know how to investigate independently and when it's time to bring in the right specialist to move a case forward.

A structured way of working: Good documentation, prioritization and follow-through come naturally to you – and you enjoy finding ways to make everyday work run a little smoother.

Your home base will be our Lauttasaari office in Helsinki, with the possibility to work remotely up to two days a week. The role follows regular office hours – no evening or weekend shifts.

#1 Real ownership over complex cases

You have the freedom to investigate, make decisions and communicate directly with customers – with the right specialists around you when you need them.

#2 A real opportunity to make things better

Your ideas won't stop at solving individual cases. You'll have room to improve workflows, documentation and knowledge-sharing based on what you see in the day-to-day work.

#3 Genuinely interesting technical problems, at global scale

Hardware, software, connectivity and physical installations come together in our products – and they're used by customers around the world. That makes for a pretty varied technical puzzle to solve.

Here’s what you can expect from the recruitment process:

• Initial call: A 30-minute video chat with our recruiter, Linda from TalentBee.
• Meet your future manager: A remote chat with Dan Alecu, including a light technical case discussion.
• Meet us at the office: Get to know more of the Valo Motion team and see our products in action.
• Reference check.
• Job offer: If it feels like a great match on both sides, we'll make you an offer!

Welcome to Valo Motion – let the fun begin!