Customer Support Engineer
About XTEL
At XTEL, we excel in understanding large FMCG players. As a leading software provider of sales automation solutions for the Consumer Goods Industry worldwide, our mission is to partner with our customers to unlock growth through smart investment and optimize their promotional plans.
Position Overview
Are you a recent graduate eager to start your career in tech? XTEL is looking for a Customer Support Engineer to join our international team. This is an entry‑level, full‑time position designed to help you grow your skills and gain experience in a fast‑paced SaaS environment.
As a Customer Support Engineer, you will be the first point of contact for our clients, helping them solve technical issues and get the most out of our platform. You will work in shifts to cover both US and EMEA time zones, so excellent English skills are essential.
Full‑time presence in our Bologna office is required for onboarding and training. After that, you will move to a hybrid work model.
Key Responsibilities
- Respond to customer requests via email, phone, or chat, providing clear and timely support.
- Troubleshoot and resolve basic technical issues related to our software platform.
- Escalate more complex problems to senior team members.
- Document solutions and contribute to our knowledge base.
- Collaborate with colleagues across different countries and departments.
- Ensure a positive customer experience through empathy, patience, and professionalism.
- Work in rotating shifts (morning/afternoon) to support clients in different time zones (US and EMEA).
Qualifications
- A university degree in Computer Science, Artificial Intelligence, Data Engineering or in technical, scientific fields.
- Advanced English skills (spoken and written) to communicate confidently with international clients.
- Strong problem‑solving and organizational skills.
- Good communication and interpersonal abilities.
- Curiosity, willingness to learn, and a proactive attitude.
- Availability to work in shifts and to be present in the Bologna office full‑time for the first 2–3 months.
Nice to have
- Previous internship or work experience in customer support, helpdesk, or a tech environment.
- Knowledge of other languages.
- Familiarity with ticketing systems or software troubleshooting.
What We Offer
- A challenging role in a fast‑growing AI‑driven revenue management company.
- A diverse and international team with strong ownership and a can‑do mentality.
- Opportunities to contribute to the organization's growth and development.
- A cross‑functional role spanning geographies and departments.
- Flexible working with hybrid (Bologna).
Location Preferences
Our technology Hub is located in Casalecchio di Reno, Bologna, and we offer hybrid work arrangements.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Customer Service and Engineering
Industries
Software Development
Equal Opportunity Statement
If you have strengths to share, we’d love to hear from you. We value diverse backgrounds and experiences, so don’t hesitate to apply even if you don’t meet all criteria.
XTEL is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.