System Specialist

Aceve; Uppsala kommun; On-site; SEK 420,000 - 640,000; Full time

Job summary

Aceve is seeking a System Specialist to be the technical depth behind our Customer Support team. You’ll diagnose, resolve, and document issues, turning customer frustration into fixed problems and relaying insights to the product team.

At the intersection of customers, support, and engineering, you’ll own system resolution across channels, providing second and third line support while ensuring issues are captured and addressed, with clear context for engineering teams.

Qualifications

• Experience in a technical support, IT, or customer-facing role.
• Background in IT systems or finance software, with hands-on experience.
• Clear communication in Swedish and English, written and spoken.

Responsibilities

• Own the system resolution within our support operation across channels.
• Provide 2nd and 3rd line technical support and assist first-line staff.
• Diagnose and resolve software, hardware, and network issues.
• Log all customer interactions in the ticketing system.
• Escalate issues to engineering with context and follow through.

Skills

Technical support

IT systems

Communication

Swedish & English

Patience & empathy

Job description

At Aceve, we back the builders of society. Founded in the Nordics and growing across Europe, we build digital tools for the people who construct and maintain our physical world - giving electricians, plumbers, and contractors back their time, clarity, and confidence. With over 900 employees across 8 countries, leading brands in 7 customer markets, and more than €100M in revenue, we're on an ambitious growth journey, and we're just getting started. We're an AI-first company, and we work with grit, openness, and a good dose of joy.

When a customer hits a wall, you're the one who figures it out. As our System Specialist, you're the technical depth behind our Customer Support team — the person first line turn to when things get genuinely complex. You don't wait for someone to hand you a brief. You dig in, make the call, and make sure the same thing doesn't happen twice.

About The Role

You sit at the intersection of our customers, our support team, and our engineering organisation. When something breaks — or just doesn't work the way it should — you're the one who takes it further. You diagnose, resolve, and document. You turn a customer's frustration into a fixed problem, and then you make sure the product team knows what caused it. What you do shapes directly how customers experience our software, and that matters.

What Will You Do

You'll own the system resolution with a technical qualification layer of our support operation — working across channels and teams to make sure nothing slips through.

• Provide third-line and second -line technical support and general support to first line colleagues, and directly to customers via phone, email, chat, and remote sessions
• Diagnose and resolve technical issues related to software, hardware, and network configurations
• Log all customer interactions and technical issues accurately in our ticketing system
• Build and maintain a deep understanding of our products so you can give customers and colleagues reliable, accurate guidance
• Escalate complex issues to engineering teams with clear context and documentation — and follow them through
• Collect customer feedback and report recurring issues and feature requests to the product team
• Stay current with product updates and best practices in technical support

We believe you have

• Proven experience in a technical support, IT, or customer-facing technical role
• A background in IT systems, finance software, or a related technical domain — formal education or equivalent hands-on experience
• The ability to work through complex problems systematically, even when the path isn't immediately obvious
• Clear, confident communication in both Swedish and English — written and spoken
• A calm, organised approach when things get busy or priorities shift
• Genuine patience and empathy with customers — you know there's a real person behind every ticket
• You bring strong self-drive and curiosity — always pushing forward

Aceve is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our selection process is conducted continuously and without discrimination, ensuring an equal opportunity for all candidates.