How you'll make an impact

• Take ownership of complex product inquiries, guiding our customers through technical challenges and platform usage via our service desk.
• Adapt and adjust existing custom configurations tailored to the needs of our clients.
• Create and maintain customer-facing support documentation and tutorial videos.
• Thoroughly reproduce, verify and analyze reported bugs, resolving what you can and accurately translating issues for the product team.
• Own the end-to-end communication for client issues, ensuring the user stays informed and guided even when an issue is escalated.
• Build a deep understanding of each client’s specific setup to provide proactive support.
• Collaborate closely with internal teams (product team, Information Security team) to ensure timely and high-quality support.

What we're looking for

• Bachelor's or Master's degree in IT, Computer Science, Business Engineering, or a similar field, or equivalent experience in a similar role.
• A customer-centric professional with excellent communication skills who genuinely enjoys helping experts solve complex problems.
• Fluency in English (spoken and written) is an absolute must.
• Ability to translate business needs or functional problems into clear technical requirements.
• A strong analytical mindset. You don’t just pass along an issue, you investigate the root cause and resolve the issue yourself or introduce short-term workarounds to unblock the client.
• A strong affinity for complex enterprise SaaS software solutions combined with the eagerness to learn about MRM and AI governance.
• Python skills are a plus.
• Hands-on experience in database and SQL is a plus.
• A high ownership mentality, taking full responsibility issues from the moment they are raised until the final solution is communicated.
• An ambitious individual looking to grow into an implementation consultant expert or account manager role focused on deep product expertise.

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