ABOUT TRADEBYTE
At Tradebyte you work hand in hand with the biggest players in e-commerce – from hip fashion brands to big online shops. We offer you an open work structure and an incomparable team spirit. We believe that work and passion are compatible and for that we offer the appropriate surroundings. With continuous growth, we are looking for new colleagues who share our passion for work. Love what you do – do what you love. Become part of Tradebyte, an independent company within the Zalando Group!
THE ROLE & THE TEAM
The overall objective of the technical support team is to improve the reliability of the service provided to customers. You will play a key role in our 2nd level support function by ensuring that incidents experienced by customers, or that are identified internally relating to our customer integrations, are addressed promptly and effectively within SLAs. You will support increasing the reliability of our platform by performing detailed root cause analyses, proposing improvements to the application, and managing this as input into our product development processes accordingly.
WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
You and your team are responsible for maintaining our SaaS applications.
You work in a second-level tech support team alongside professionals and support with the communication between customer-facing first-level support and engineering teams.
You monitor account performance and work on tickets in a proactive manner to action and resolve issues in accordance with customer-agreed SLAs and processes.
You perform detailed root cause analysis in collaboration with other teams, and recommend and implement changes to processes and products within Tradebyte to reduce the number of recurring incidents.
You document incidents and resolutions to assist colleagues and ensure visibility between internal teams and departments.
WE’D LOVE TO MEET YOU IF
You’re eager to join the out-of-hours team and ensure urgent customer issues are addressed within the agreed SLAs.
You’re passionate about supporting the development of effective monitoring and alerting systems to prevent incidents and ensure smooth customer integrations.
You thrive on building and maintaining strong working relationships with both development and business teams.
You actively share insights on current working methods and lessons learned from other parts of the business to help improve the role and team.
EMPLOYEE BENEFITS YOU’LL LOVE
You’ll play a decisive role in shaping an agile, fast-growing, international company and be supported by an open-minded working environment
Competitive salary package, employee share shop, 40% Zalando shopping discount (30% Zalando Lounge)
You’ll be given various learning and development opportunities to enhance your professional development
Flexible working hours, home office options
27 vacation days per year that increase up to 30 days, volunteering time off and several sabbatical options after 2 years
We’ll help you commute to the office with zero emissions: through a rented company bike or by charging you electric car at our e-charging station
Access to additional German or English classes to improve your language skills
Visa support for our foreign employees
A variety of health offers to support your well-being, as well as free beverages and fruits
