Technical Support Specialist - EMEA (Remote, Contract)

About 360dialog

360dialog is a premier WhatsApp platform serving Independent Software Providers, supporting over 800 software solutions and more than 45,000 B2B customers globally. As a bootstrapped and profitable enterprise without external investors, 360dialog prioritizes both technological innovation and business rationale in its strategies. The company's objective is to empower businesses not only to adopt messaging tools but to leverage them for performance-driven and revenue-generating uses. Cutting-edge engineering practices are integrated throughout development, operations, and other organizational domains.

Role Overview

We seek a motivated Technical Support Specialist within the EMEA region to contribute expertise and innovative ideas in return for competitive compensation. This contract role offers full remote work flexibility, allowing individuals from any location worldwide to participate.

Key Responsibilities

• Deliver comprehensive customer assistance via tickets, chats, emails, and virtual meetings
• Coordinate with Level 2 support teams to pinpoint and enact effective technical solutions
• Diagnose and resolve issues related to the WhatsApp API platform
• Support partners and clients in navigating the WhatsApp Business environment
• Maintain communication with WhatsApp/Meta representatives to resolve escalations
• Collaborate closely with EMEA onboarding and commercial teams

Required Qualifications and Skills

• Three to four years of experience in support or technical support roles
• Degree in Computer Science, Science, Technology, or a related discipline
• Interest in advancing to a more demanding support role
• Proficiency in web technologies such as HTML, JavaScript, CSS, and API integrations
• Hands-on experience with REST APIs and Webhooks
• Strong foundation in technical concepts and familiarity with helpdesk tools
• Fluent in English (C1 level or higher) and at least one additional language

Desirable Skills

• Experience working with WhatsApp Business API or Meta Graph API
• Programming knowledge in SQL, JavaScript, Python, or React
• Understanding of logging and monitoring platforms like Grafana
• Experience managing teams and additional language proficiencies

Soft Skills

• Customer-centric mindset with empathy towards users
• Strong analytical thinking and structured problem-solving aptitude
• Exceptional communication abilities, including active listening and contextual understanding
• Capability to prioritize and juggle multiple tasks in a fast-moving setting while maintaining meticulousness

Compensation and Contract Details

This position is contract-based, with an annual salary ranging between €20,000 and €30,000 depending on experience and alignment with the job requirements. The company operates entirely remotely, welcoming applications globally regardless of geographical location (country indications are system defaults only).

Additional Information

• Applications must be submitted in English including your CV
• Cover letters should be personally written and reflect your genuine motivation; AI-generated texts are discouraged
• Applicants consent to background verification, including checks on employment history, education, and other relevant credentials