SaaS Technical Support Specialist — Automation & Growth

tilla; Eu; Sur place; EUR 42 000 - 56 000; Plein temps

Avantages offerts par ce poste

Learning budget

AI tooling access

Global impact

International team

Résumé du poste

Tilla is seeking a Customer Support Specialist to scale our support function for a growing client base. You will resolve issues with technical depth and warmth, triage tickets, and work on automation and self-service to support more clients without compromising service.

You will diagnose issues, document solutions, and help onboard new teammates as we grow, all while maintaining strong SLAs and customer relationships in a fast-paced, EU-friendly timezone.

Qualifications

• Experience in a B2B SaaS support or CS role.
• 2-4 years in customer support or technical support with multiple tools.
• Hands-on with technical tools: logs, queries, basic API troubleshooting.
• Ability to learn a complex SaaS product and diagnose across systems.
• Clear, empathetic communication and de-escalation under pressure.
• Strong ticket and workflow management with SLA focus.
• Process improvement mindset: macros, automation, self-service content.
• Analytical mindset to find root causes in tools and data.

Responsabilités

• Triage and resolve support tickets across channels, aiming for first-contact resolution.
• Diagnose technical issues by reading logs and reproducing bugs across environments.
• Onboard and train new team members as the team scales.
• Drive automation and knowledge management to reduce repeat work.
• Author and maintain help-centre articles and internal runbooks.
• Apply proactive outreach and run sentiment analysis to enrich customer relationships.

Connaissances

B2B SaaS experience

2-4 years in customer support

SQL basics

API troubleshooting

Empathetic communication

Ticketing systems

SLA management

Automation mindset

Outils

Ticketing platforms

Documentation tools

Project/tracking tools

Description du poste

Tilla is seeking a Customer Support Specialist to scale our support function for a growing client base. You will resolve issues with technical depth and warmth, triage tickets, and work on automation and self-service to support more clients without compromising service.

You will diagnose issues, document solutions, and help onboard new teammates as we grow, all while maintaining strong SLAs and customer relationships in a fast-paced, EU-friendly timezone.