9 days ago
Milan, ItalySenior
Responsibilities
- Manage and resolve complex technical escalations from customer-facing teams.
- Identify patterns in issues and propose structural fixes.
- Coordinate cross-team working groups to deliver solutions.
- Provide technical mentoring to junior team members.
- Experiment with new troubleshooting approaches, including AI tools.
- Oversee API launches and interoperability topics.
- Transform field knowledge into documentation and processes.
- Meet with product teams to translate customer feedback into improvements.
Requirements
- 5+ years of experience in Technical Support, Solution Engineering, or related roles in SaaS.
- Solid computer science fundamentals and advanced SQL and Python skills.
- Ability to use AI tools to enhance team capabilities.
- Customer-centric approach with effective communication skills.
- Fluency in Italian and good English proficiency.
Benefits
- Supplementary health insurance with family inclusion options.
- Public transport reimbursement.
- Flexible work policy with hybrid setup.
- Electronic meal vouchers and food offerings.
- 10 Flexibility Days per year for remote work from abroad.
- Participation in long-term incentive plans.
- Access to mental health services and gym facilities.
- Parental support program with 100% paid leave.
- Support for employees with dependent family members and disabilities.
- Access to pension funds and various corporate partnerships.
- Annual flu vaccination and prevention initiatives.
- Support for international mobility and upskilling programs.
- Monthly contributions for internet and electricity.