Customer Technical Support

At XtraMile we develop an e-learning automation platform and we help companies succeed by automating employee training.

Our microlearning methodology is easy to understand short 2-3 minute lessons, password-free authentication and innovative ways to reach the entire organization. As a result, 80% of employees complete training on “boring” topics, such as cyber security, without a carrot or stick.

We have two offices. In Oslo (sales, marketing and support departments) and Gdansk (development and content creation). Team members cite the relaxed atmosphere and lack of corpo vibe as huge advantages. In addition, they appreciate the freedom to make choices, to have a real say in decisions and the opportunity to learn from each other.

We are seeking a Customer Technical Support who approaches support from a development perspective. You’ll work on real-world technical challenges, acting as a bridge between our product and our users. You will help our users use the product effectively. This role will require understanding the platform from a technical point of view and assisting users with issues.

If you enjoy solving puzzles, have a knack for code, and are driven by helping others, this is the perfect opportunity for you to make a significant impact within a fast-growing company.

What you’ll do:

• Provide technical solutions and support for our users, troubleshooting platform-related issues.
• Deep-dive into diagnoses and resolve user-reported problems, sometimes with replicating issues in the local environment.
• Collaborate closely with the development team to identify and document bugs and feature requests, ensuring a seamless feedback loop.
• Work with internal teams to continuously improve our platform and user experience.
• Help other team members and users understand the technical nuances of the platform to guide them toward a solution

What can you expect when joining us:

• The opportunity to work with a modern e-learning platform, utilized by major companies
• A non-corporate work atmosphere where you'll have a real impact
• Work on a platform that is actively being developed
• The freedom to contribute ideas and have a say in the decision-making process
• Access to the latest technologies and opportunities for continuous learning
• Access to the latest technologies (e.g. Copilot, GPT Plus)
• Flexible working hours and partial remote work

What we expect from you:

• 1+ years of experience in technical customer service or developer or tester role
• Being a passionate problem-solver who loves helping customers
• Basic database knowledge (MsSQL) and experience in working with APIs (REST/JSON)
• Ability to read and understand code (preferably Typescript, C#)
• Experience working with web applications
• Ability to research using both internal databases and external resources like Stack Overflow, GitHub, and developer documentation
• Excellent written and verbal communication skills in English
• Ability to work independently and manage time effectively in a remote environment

Nice to have:

• Knowledge of authentication and access control mechanisms
• Familiarity with cloud environments (e.g. Azure) and tools (we are using Jira, Hubspot, Azure AD, Ms Teams, Confluence)
• Ability to troubleshoot by reading logs and using browser developer tools

Recruitment process:

• Phone screening (20 minutes)
• Technical interview with team leader and team members (1-2 h)
• Culture fit interview (30 minutes)

How do we work:

We are working mostly remotely and we meet once a week in our office in Gdansk, ul. Chrzanowskiego 11 (Garnizon)