Technical Support Specialist (f/m/d)

Permanent employee, Full-time · Austria, Innsbruck, Vienna

About the role

We’re looking for a methodical technical problem solver to join our Technical Support Team. You will work with experienced colleagues to help customers resolve technical issues with our software and related hardware products. This role offers the opportunity to deepen technical expertise while enhancing the experience of our customer base in the specialty coffee industry.

What you'll do

Core focus (90% of your time):
- Handle technical support tickets across our product suite with accuracy and efficiency
- Troubleshoot software and hardware issues for customers using systematic diagnostic approaches
- Collaborate with senior team members to resolve complex technical problems
- Document solutions and contribute to our knowledge base to help the team learn and grow
- Communicate technical information clearly to customers with varying levels of technical expertise
- Meet daily ticket targets, ensure SLAs are met, and strive for excellent customer satisfaction (CSAT) outcomes
Growth & development (10% of your time):
- Participate in team knowledge-sharing sessions and peer reviews.
- Contribute to process improvement initiatives.
- Develop expertise in specialized areas of our product ecosystem.

We are looking for someone with

Strong technical aptitude with experience in Windows/macOS environments and basic networking concepts.
Genuine curiosity about how things work and a methodical approach to problem-solving.
Excellent written and verbal communication skills with attention to grammar and clarity.
Customer service mindset with patience and empathy when helping users through technical difficulties.
Learning agility and eagerness to develop deep product knowledge.
Strong command of written and spoken English.

That said, we’d be particularly delighted to hire someone with

Experience with basic electronic hardware troubleshooting, such as diagnosing sensor signal issues.
Familiarity with PLCs (Programmable Logic Controllers) and PID (Proportional-Integral-Derivative) systems.
Specialty coffee industry knowledge.
Fluency in additional languages (human and machine).
Previous experience in technical support or customer-facing technical roles.

We offer a supportive team environment where you'll have the opportunity to grow into senior technical roles, including comprehensive product training and dedicated mentorship from experienced colleagues to help you develop your skills and advance your career. Your work will have a direct impact on customer success, and you'll thrive in a collaborative atmosphere with exciting opportunities to contribute to cross-team projects.

What you can expect

The salary range for this position is € 46K to € 54K gross/year and we look at factors like your experience and individual qualifications to determine our offer. Additional benefits include budgets for education & wellbeing, and professional development, remote work and home office, very flexible working hours without core hours, paid time for volunteer work, access to mental health support, tax-friendly bike leasing, and an endless stream of really great coffee. We also make our best possible offer upfront - no games.

Apply now

We look forward to receiving your application! If you have any questions, don't hesitate to contact our team at jobs@cropster.com.

At this point, Cropster will only employ those who are legally authorized to work in Austria for this opening - now and in the future. For Non-EU applicants: please attach your work permit to your application.

Apply for this job

About us

Cropster is the market-leading Software as a Service solution to drive quality, productivity and sustainability excellence across the coffee value chain. We're helping people focus on core processes related to quality, consistency, planning, traceability and resource management at every stage of coffee production.

We believe affordable technology can be used by everyone to increase fairness for all players in the market, resulting in a better cup of coffee for consumers. As a Certified B Corporation™, we're also committed to working towards being an even better company that benefits all people, communities, and the planet.

Apply for this job

We're looking forward to receiving your application!

Please fill out the form below and upload any relevant application documents. Should you have any difficulties, please contact us by mail at jobs@cropster.com.