Technical Support Employee

Documaster AS; Oslo; On-site; NOK 520,000 - 680,000; Full time

Benefits offered by this job

Hybrid work policy

Competitive salary and benefits

Pension and insurance

Job summary

Documaster AS is seeking a Technical Support Employee to be the primary contact for customers, guiding them through issues and resolutions. You will collaborate with support, customer success, and development teams to ensure high satisfaction for a Swedish-speaking market from our Oslo hybrid office.

The role involves troubleshooting, onboarding, and knowledge-base upkeep, with opportunities to influence product usability and customer experience. Prior SaaS support experience is preferred.

Qualifications

• 1–3 years of experience in technical customer support (SaaS or B2B software preferred).
• Fluency in Swedish and English (written and spoken).
• Hybrid work in Oslo with at least 1 day per week in the office.
• Relevant degree is a plus, hands-on experience matters more.

Responsibilities

• Respond to incoming support requests via ticketing systems, email, or phone promptly and professionally.
• Analyze, reproduce, and resolve technical or operational issues reported by users.
• Coordinate with development and product teams to escalate and fix complex issues or bugs.
• Maintain and update internal documentation, user guides, and FAQs.
• Assist end-users and admins in understanding product features and best practices.

Skills

Customer service

Structured problem solving

Technical support

Cloud-based software

Communication

Education

Relevant degree preferred

Tools

Ticketing systems

CRM software

Job description

Are you passionate about helping customers solve technical challenges and thrive in a fast-paced tech environment?

At Documaster, we are looking for a customer-oriented and structured Technical Support Employee to join our team. If you are naturally curious, love problem-solving, and enjoy helping public and semi-public sector clients get the most out of vital software solutions, we would love to hear from you!

About the role

As a Technical Support Employee at Documaster, you will be the primary point of contact for our customers when they need assistance, guidance, or problem resolution. You will work closely with our support team, customer success managers, and development teams to ensure high customer satisfaction and smooth operation of our digital archiving and document management solutions.

In this role, you focus on the Swedish market for Documaster (part of xxllnc) and work from our office in Oslo (hybrid). In the future we expect this role to alsu assist with other products in our portfolio.

Key responsibilities

• Customer Assistance & Incident Management: Respond to incoming support requests, questions, and incident reports via ticketing systems, email, or phone in a timely and professional manner.
• Troubleshooting & Diagnosis: Analyze, reproduce, and resolve technical or operational issues reported by users.
• Escalation & Collaboration: Coordinate with internal development, Product Owners, and technical teams to escalate and resolve complex technical software issues or bug fixes.
• Documentation & Knowledge Base: Maintain and update internal documentation, user guides, and FAQ articles to empower customers and improve team efficiency.
• Customer Onboarding & Guidance: Assist end-users and administrators in understanding product features, best practices, and system capabilities.
• Process Improvement: Actively contribute feedback to product management to help continuously improve product usability and customer experience.

About you

• Service-Minded & Communicative: You genuinely enjoy helping people, have strong empathetic listening skills, and can communicate complex technical ideas in clear, simple language.
• Structured & Analytical: You are organized, detail-oriented, and methodically approach problem-solving under pressure.
• Tech-Savvy: You have a genuine interest in software, cloud-based applications, and digital solutions.
• Languages: Fluency in Swedish and English (written and oral), as you will communicate with both Scandinavian clients and international colleagues across Europe.
• Education: While a relevant degree is a plus, hands-on experience and a proven track record in technical support matter far more to us than formal qualifications.
• Experience: We think that you have 1–3 years of experience in technical customer support, helpdesk, IT support, or customer success (preferably within SaaS or B2B software).

What we offer

• Flexibility: A hybrid working policy (with a base of at least 1 day per week at our Oslo office at Skøyen).
• Meaningful Work: Direct contribution to software and digital solutions that public and semi-public sectors rely on every day.
• Competitive Package: Competitive salary, pension scheme, insurance package, and home-office allowance.
• Growth & Learning: Unlimited access to the xxllnc Academy for personal and professional development.
• Great Culture: Join a passionate, international team where hard work goes hand-in-hand with social events, team outings, and fun.

Documaster is part of xxllnc, a leading European GovTech group developing scalable software and services for the public and semi-public sectors.

Our applications support document management, archiving, case management, data integration, taxation, social services, and spatial planning.

In addition, xxllnc provides support through consultancy and specialized services.

To take GovTech to the next level, xxllnc is building an independent European ecosystem in which everything works seamlessly together, combining cloud-based applications with the expertise of specialized professionals.

The team consists of more than 380 employees and develops over 30 applications for governments across Europe. xxllnc works with approximately 1,250 (semi-)government organizations from more than ten locations across Europe.