2nd Level Product Support Specialist (f/m/d) - #2098713

Trusted Shops develops SaaS solutions for over 40 million users and 30,000 businesses across Europe. Our product suite includes products such as the Trustmark, Buyer Protection and the eTrusted experience feedback platform. Our products are part of a 20-year mission to enable trust between people and businesses in the digital age.

Join Our Product Support Team as a 2nd Level Product Support Specialist (f/m/d)

We're looking for a dedicated team member to strengthen our Product Support department. In this role, you’ll work closely with our B2B Customers, guiding them through the seamless integration of our products into their systems - efficiently, effectively, and with a strong customer-first mindset.

Your Key Responsibilities as a 2nd Level Product Support Specialist (f/m/d)

As a 2nd Level Product Support Specialist (f/m/d), you’ll combine deep technical knowledge of Web Technologies with a strong Customer-focused mindset. Acting as a Product Expert, you ensure seamless integration of Trusted Shops Products into our Customers’ Online Shops - empowering them to get the most value from our services.

• Ensure successful and optimized integration of Trusted Shops trust Products maximizing Customer benefit and performance
• Support the 1st Level Support Team with complex technical issues, providing hands-on assistance and direct communication with Customers via Phone and Email
• Develop custom integration solutions when no standard module exists for a specific Shop System
• Act as an internal knowledge hub - sharing expertise on Trusted Shops Products, Features, and best practices across Teams
• Occasionally join Cuistomer Meetings as a technical advisor, supporting Account Managers and Sales Teams with your in-depth Product and integration knowledge

Why Join Trusted Shops?

• Personal Development: You’ll receive direct support from your Team Lead, ensuring your growth and success.
• Health & Wellbeing: Participate in monthly health activities and earn an extra vacation day for achieving health goals.
• Inclusive Work Culture: Flexible working options and a focus on work-life balance. No late-night work expected.

A Typical Day as a 2nd Level Product Support Specialist (f/m/d) at Trusted Shops

• Start your day by setting up your remote workspace or adjusting your desk at the office.
• Collaborate with your Team to discuss current issues, and exchange experiences about their solution.
• Dive into an e-commerce platform’s documentation to find out the best way your customer can integrate our solution in their shop.
• Take part in a customer meeting, advising about the best practices on how to apply our APIs to get the maximum out of our products.
• Enjoy a flexible lunch break, whether it’s a home-cooked meal or a casual outing with colleagues at nearby restaurants.
• Work on incoming technical support cases, consult the product teams to discuss suspected bugs in our system.
• Wrap up the day with Team-building activities such as Waffle Day or enjoy a drink on the Rooftop Terrace.

What we’re looking for

• A degree in Computer Science or a related field – or equivalent hands-on experience or training (e.g. IT Specialist).
• Solid Programming Skills in JavaScript, with at least intermediate experience in PHP.
• Strong working knowledge of HTML and CSS.
• A knack for getting to the root of technical challenges – and solving them collaboratively with Customers.
• The ability to explain even complex technical topics in a simple, approachable way.
• Sharp analytical thinking – you can assess customer integrations and independently develop smart solutions.
• A natural communicator who connects easily with People and builds trust.
• Fluent in English (written and spoken) – and ideally in one or more of our supported languages (German, Polish, French, Italian, Spanish, Dutch). Any additional European language is a plus!

What we offer you

• Hybrid work: Combine flexible remote work with team time in the office
• Workation: Work temporarily from another location within Europe
• Permanent contract with Europe's trusted brand
• 27 vacation days + 3.5 additional days off at Christmas, New Year's Eve and Carnival
• Buddy programme (an experienced trustee is at your side)
• Individual training opportunities
• Events (Team Events, Unit Events, etc.)
• Health Pass (free online and offline sports, fitness and health courses)

BUILD A COMMUNITY OF TRUST WITH US - #cometotrust

Not sure if you are what we are looking for? Apply!

At Trusted Shops, we are interested in you as a person - whether you fit in with us is

independent of gender, nationality, ethnic and social origin, religion/belief, disability, age, sexual orientation and identity. Trusted Shops is clearly committed to diversity and against discrimination.