Technical Support Manager
Feedbackly is looking for a positive and solution-oriented Technical Support Manager to join our growing team. Please note that this particular role requires fluent Finnish in spoken and written language.
Job Description
Please note that this particular role requires fluent Finnish in spoken and written language.
Feedbackly is a trailblazer in omnichannel Customer Experience (CX) measurement, offering a robust Emotional Experience ecosystem with pioneering solutions that transform CX insights into sales and enduring customer loyalty. Our vision is to reshape customer experiences globally by harnessing the power of emotional intelligence through our innovative software. We especially work with big companies such as Kesko, Stockmann, and ST1 who want to create the best customer experiences in the world. Feedbackly product is meant to be easy to use, scalable, and robust customer Feedback collection, management, and analysis Saas tool.
As Feedbackly continues to enhance its position as a leader in the SaaS space, we are excited to expand our team with a Technical Support Manager based in our Helsinki headquarters. This role is pivotal in managing technical inquiries and ensuring product reliability across our platform while supporting our success and sales team with technical discussions.
What You Will Do
- Lead and Manage Technical Support: Oversee our technical support channels to ensure prompt, accurate, and empathetic resolutions to technical issues faced by our customers.
- Technical Problem Solving: Address and resolve technical challenges, providing first-line support and escalating complex issues as needed.
- Product and Technical Mastery: Gain a comprehensive understanding of Feedbackly’s product suite from a technical perspective to effectively support and guide users and stakeholders.
- Collaboration and Coordination: Work closely with the product development and customer success teams to relay feedback and push for continual product improvement.
- Customer Engagement: Act as a key technical point of contact for B2B customers, enhancing their overall experience and satisfaction.
- Documentation and Feedback: Maintain clear and thorough documentation of technical issues and resolutions to aid in product development and customer support.
Skills & Qualifications
Required:
- A suitable degree from a technical background
- Understanding of basic web technologies (HTML, CSS, JS, TypeScript), databases (MongoDB), and systems architecture.
- Familiarity with cloud services (Google Cloud, AWS) and modern development environments (Kubernetes, Serverless).
- Organizational and managerial capabilities to efficiently handle tasks and customer interactions.
- Professional proficiency in Finnish and English with excellent communication skills.
Desired:
- Hands-on experience with basic web development.
- Familiarity with MongoDB Atlas Database.
- Proven ability in product testing.
- Basic knowledge of mobile environments (iOS and Android).
Experience:
This is a junior-level role suitable for individuals with a foundational understanding of technical support in a SaaS environment. Prior experience in a technical support role is advantageous but not mandatory. The main thing is that you understand the technologies we use and you have a problem-solving mindset. On both the technical and customer work side, you will have experienced senior-level support for your work.
What We Offer
- A role central to Feedbackly’s growth, providing significant opportunities for personal and professional development.
- A collaborative, innovative atmosphere where your contributions to technical support are valued and visible.
- Opportunities to work with leading brands both in Finland and globally, directly impacting their success through superior product support.
- A competitive package including stock options aligning your success with our growth.
Why Feedbackly? 
Join us to make a tangible impact in the ever-evolving CX landscape, supported by our unique Emotional Value Index (EVI®) and a team dedicated to learning and growing together. At Feedbackly, you’re not just joining a company; you’re embarking on a journey to redefine industry standards and enhance customer engagement worldwide.
If you are passionate about technology, customer support, and continuous learning, Feedbackly is the place to advance your career. Don’t miss out on this exciting opportunity to develop into a seasoned technical support expert in a thriving SaaS company. Apply today to join our team!
Have questions? We love questions! Just write us at hello@feedbackly.com
Please apply here as quickly as possible, the position is filled right as we find a good candidate: https://www.feedbackly.com/apply/
About Feedbackly
Feedbackly has operations on a global level (Thus this part is in English!) – having operations in Mexico and Australia in addition to our HQ in Helsinki, Finland, hence your workday will never be boring!
Our company is a team where we want to see people grow! This also supports our ideology of every worker as an entrepreneur as we are very close to the entrepreneurs and founders of the company. When you start to work with us, you will have a second family as it is our value to keep our people in love with what they do.
There is always free coffee, beer, and snacks at our office at Kamppi, Helsinki. Flexibility in hours and remote work days for on-premise workers is naturally guaranteed.
Want to know more about Feedbackly? Check out our video!
Ready to grow with Feedbackly?
Don’t hesitate to get in touch and apply!
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