Technical Support Specialist

At MINT Innovations, we develop intelligent software solutions for parcel locker systems, helping logistics companies and retailers automate last-mile delivery around the world.

We are looking for a Technical Support Manager to join our team and become the primary technical contact for our international B2B customers. In this role, you will work directly with customers and their field service engineers, helping them resolve software and hardware-related issues, ensuring smooth system operation, and delivering an outstanding support experience.

Key Responsibilities

• Provide technical support to international B2B customers via email, phone, and online meetings.
• Communicate directly with customers' technical teams and field service engineers.
• Troubleshoot software, hardware, networking, and system integration issues related to parcel locker solutions.
• Analyze incidents, identify root causes, and coordinate issue resolution with internal engineering teams.
• Assist customers during installation, configuration, commissioning, and maintenance of parcel locker systems.
• Support software deployments, upgrades, and system updates.
• Monitor and prioritize support requests to ensure timely resolution according to agreed service levels.
• Escalate complex technical issues to Development, QA, Hardware, or Product teams when required.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.
• Create and improve knowledge base articles and technical documentation.
• Build long-term relationships with customers by providing professional, responsive, and high-quality technical support.

What We're Looking For

• Experience in Technical Support, Application Support, Customer Support, System Administration, or a similar technical role.
• Strong troubleshooting and analytical skills.
• Ability to diagnose and resolve complex technical issues in a structured manner.
• Excellent communication and customer service skills.
• Experience working with international B2B customers.
• Ability to manage multiple tasks and prioritize effectively.
• Strong sense of ownership and responsibility.
• Upper-Intermediate or higher English (written and spoken) is required.

Technical Knowledge

Experience with some of the following is highly desirable:

• Windows and Linux operating systems
• Networking fundamentals (TCP/IP, VPN, DNS)
• REST APIs
• SQL databases
• Log analysis
• Remote support tools
• IoT or connected devices
• Hardware installation and troubleshooting
• Ticketing systems (Redmine, Jira, Zendesk, or similar)

Nice to Have

• Experience supporting enterprise software products.
• Experience working with IoT devices or self-service kiosk solutions.
• Understanding of software deployment and configuration.
• Experience reading technical documentation and log files.
• Familiarity with parcel lockers, vending solutions, or smart devices.

What We Offer

• Opportunity to work on an innovative product used by international customers.
• Challenging technical tasks combining software and hardware.
• Professional and supportive engineering team.
• Competitive compensation and reviews.
• Opportunities for professional growth and continuous learning.
• Flexible working environment.
• Modern tools and technologies.