Solution Support Engineer (L2 Technical Support) | Italian + English

Are you someone who enjoys solving technical problems, helping customers, and learning new technologies?

We're looking for a Solution Support Engineer to join an international support team delivering high-quality technical assistance to enterprise customers. In this customer-facing L2 support role, you'll investigate technical issues, guide users through solutions, and collaborate with internal teams to ensure an excellent customer experience.

This is an excellent opportunity for someone who enjoys combining customer communication with technical troubleshooting in a global environment.

Popis pozice:

• Provide Level 2 technical support to enterprise customers via chat, email, and outbound calls.
• Investigate and troubleshoot customer issues, identifying root causes and delivering effective solutions.
• Escalate complex technical cases when necessary while ensuring clear communication throughout the resolution process.
• Collaborate with internal engineering and product teams to resolve customer incidents.
• Document issues, solutions, and best practices to improve knowledge sharing.
• Build expertise in the company's products through continuous learning and hands-on experience.
• Deliver a professional, customer-first experience during every interaction.

Profil kandidáta:

• At least 3 years of experience in technical support, IT support, customer support, service desk, or a similar customer-facing technical role.
• Relevant part-time experience gained during university may also be considered.
• Excellent communication skills and confidence interacting with customers via chat and phone.
• Strong analytical and problem-solving abilities with a structured approach to troubleshooting.
• A genuine interest in technology and the ability to quickly learn new systems and applications.
• A customer-oriented mindset with patience, professionalism, and a proactive attitude.
• Comfortable working in an international, multicultural environment.

Languages

• Italian (professional proficiency)
• English (professional proficiency for internal communication)

Nice to have

• Experience supporting enterprise software or SaaS solutions.
• Exposure to ERP or procurement platforms such as SAP or SAP Ariba.
• Experience working in an ITIL or service management environment.

Nabízíme:

• An international team of experienced Solution Support Engineers.
• Extensive product training and ongoing learning opportunities.
• Exposure to enterprise customers and modern business technologies.
• A collaborative environment where technical curiosity and customer focus are equally valued.
• Opportunities to develop your technical expertise and grow your career within a global organization.