Customer Support Specialist - EMEA

Speria; Sweden; On-site; SEK 420,000 - 600,000; Full time

Job summary

Speria is seeking a customer-focused Support Analyst to join the Global Support team in Sweden. You will help enterprise software customers resolve technical issues and keep them informed throughout the support process.

You will diagnose, troubleshoot, and guide customers, reading SQL for data issues and contributing to knowledge articles. Collaboration with Dev, Projects, and cross-teams is essential for post-go-live stability and continuous improvement.

Qualifications

• Experience supporting customers in a B2B software or SaaS environment.
• Experience using a ticketing platform and tracking issues.
• Strong SQL reading and data logic understanding.

Responsibilities

• Provide Level 1 and Level 2 support, diagnose and resolve issues, and communicate with customers.
• Investigate application, configuration, data, and software issues with structured troubleshooting.
• Read and interpret SQL to support data-related investigations.
• Document support activity and resolutions in the system.
• Deliver clear status updates and next steps to customers.
• Collaborate with Development, Projects and other teams on defects.
• Support customers during post-go-live hypercare and stabilize implementations.
• Create and improve knowledge articles and troubleshooting guides.
• Identify recurring issues and contribute to product and process improvements.
• Grow product expertise and share knowledge with teammates.

Skills

B2B software support

Ticketing systems

SQL knowledge

English communication

Team collaboration

Education

Bachelor's degree in a related field

Tools

Zendesk

Azure DevOps

Job description

About The Opportunity

Speria is looking for a customer-focused Support Analyst to join our Global Support team in EMEA. You will help enterprise software customers resolve technical issues, keep them informed throughout the support process, and get the most value from the products they rely on. This role is well suited to someone who enjoys solving problems, learning how complex systems work, and taking ownership of the customer experience.

About The Opportunity

Speria is looking for a customer-focused Support Analyst to join our Global Support team in EMEA. You will help enterprise software customers resolve technical issues, keep them informed throughout the support process, and get the most value from the products they rely on. This role is well suited to someone who enjoys solving problems, learning how complex systems work, and taking ownership of the customer experience.

Speria provides enterprise solutions that support live animal protein production. Our products help customers use real-time information to improve operational insight and responsible production across the supply chain.

What You Will Do

• Provide Level 1 and Level 2 support, including diagnosis, resolution, escalation, and customer communication.
• Investigate application, configuration, data, and software issues using a structured troubleshooting approach.
• Read and interpret SQL to support investigation of data-related problems.
• Document support activity, troubleshooting steps, decisions, and resolutions in the designated support system.
• Communicate clear status updates, next steps, and expected resolution timelines to customers.
• Partner with Development, Projects, and other technical teams to investigate defects and complex issues.
• Support customers during post-go-live hypercare and help stabilize new implementations.
• Create and improve knowledge articles, troubleshooting guides, support documentation, and standard processes.
• Identify recurring issues and contribute to product, process, and application-reliability improvements.
• Develop deeper expertise in the products and modules used by assigned regional customers.
• Share knowledge with teammates and provide training or guidance when appropriate.

What You Bring

• Experience supporting customers in a B2B software, SaaS, enterprise application, or similarly technical environment.
• Experience working with support tickets and a ticketing platform.
• Working knowledge of SQL, including the ability to read and understand queries or data logic.
• Advanced written and spoken English.
• Strong troubleshooting, problem-solving, documentation, and customer communication skills.
• A high level of ownership, curiosity, follow-through, and comfort collaborating across teams.
• Bachelor’s degree in a related field.

Helpful, But Not Required

• Zendesk experience.
• Azure DevOps or another issue and defect tracking system.
• Experience supporting configurable or customized enterprise applications.
• Knowledge-base creation, post-go-live support, root-cause analysis, or module-specialist experience.
• Windows and Microsoft 365 familiarity.

What To Expect

• A structured ramp focused on company, product, tools, customer support processes, and hands-on learning.
• Collaboration with colleagues across Customer Support, Development, and Projects.
• The opportunity to build deeper product expertise as the EMEA customer base grows.