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Technical Support Engineer

Full-time, Copenhagen
Monthly salary:

Competitive

At Trustpilot, we’re passionate about our mission to inspire ever-improving experiences for everyone. Working here’s an opportunity to collaborate with talented and dedicated people in a rapidly growing, fast-paced, and agile environment. With vibrant office locations all around the world and over 40 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas. And let’s not forget the Scandinavian work-life balance.

View more about Trustpilot

Keywords

Technical supportTroubleshootingAPIs

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Technology at Trustpilot underpins the organization, building and maintaining all of our products. It’s our mandate to think big, be agile, and have fun all the while. Ship fast and break things? Check. Friday gatherings? But of course. We also have 20% time, awesome team events, hackathons, full stack development and access to bleeding edge technologies.

As our new Technical Support Engineer, you are playing a key role within the organization as you will act as a bridge between our Product Teams and Support Team. Technical skills with strong problem solving, communication, business understanding, and management skills are all required to address customer issues, impact the product's evolution by providing feedback that can be integrated into future product development and proactively revise procedures and tools to improve overall customer satisfaction.

The Team

You will be joining an international team of smart & creative people who love to build products that make the world a better place! More precisely, you will be joining the Product Quality team who is supporting our Product Teams with test automation and product quality practices, tools & analytics.

The Role & Activity

  • Gain an in-depth understanding of our products by ensuring a high level of cooperation with our Product Teams
  • You will triage, diagnose, test, and replicate issues reported by Customer Support Agents
  • Troubleshoot across different systems, search for patterns & find solutions to complex bugs
  • When necessary, you will prioritize, mediate and escalate major production bugs
  • Keep track of the incidents queue, their progress & resolution
  • Act as a partner and a primary resource to Customer Support to accelerate resolution of the incoming production incidents
  • Contribute to troubleshooting guidelines that could benefit Support or other teams
  • Provide meaningful monthly reports within the team and to our internal stakeholders
  • Spot weak points in our processes and tools, suggest and implement improvements
  • Collaborate with the team on improving testing and test automation practices and coverage 

Your Profile

  • A technical or web-related educational background is preferred
  • Strong analytical and problem-solving skills; attention to details
  • Web programming skills such as CSS, HTML and Javascript. A general interest in programming
  • 3-5 years of experience with technical support or similar background. Team Lead experience is a plus.
  • Knowledge of APIs is a plus
  • You communicate effectively via written and spoken language; comprehend problems, urgency, and desired outcome in the absence of perfect information
  • Share information and ideas with others; conscientious listener
  • Passionate, curious and excited about software products
  • Ability to work well independently
  • Excellent written and verbal English skills 

We Offer

  • 20% time where you get to decide what projects to work on
  • Autonomy and great influence of work processes, not just your own!
  • A key part of an exciting international growth journey
  • Great colleagues and a fun, social working environment
  • Frequent Hackathons with our fantastic Development team
  • Great location in central Copenhagen 

Application

If you think that this role is made for you, please send in your CV and application letter in English via our website and tell us why you would like to join us in this role. If you are selected for an interview, you will need to complete a product quality related assignment prior to your first interview.

Perks & Benefits

Flexible work hours and vacation: Morning person or night owl, this job is for you
Free coffee / tea: Get your caffeine fix for free
Located near public transit: Easy access and treehugger friendly workplace
Social gatherings and games: Hangout with your colleagues
Free soft drinks and treats / fruits: Peckish after lunch? We got your back
Free beer on Fridays: Friday is something special, let's enjoy a beer together
Skill development program: We want to take you from good to great
Maternity / paternity leave: Kids are the future, go spend time with them
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