Customer Support (Farm Management System / Digital Platform)
About the Role
The Customer Support Specialist handles incoming customer tickets related to bugs, system errors, and user questions, from first contact through to resolution.
This role ensures that customer-reported issues are properly documented, reproduced, and prioritized by business criticality, and that they are efficiently escalated to the development team when needed. The specialist acts as the day-to-day link between customers and Engineering, providing clear, timely, and transparent communication throughout the process.
Feature requests and roadmap prioritization are handled by the Product team and are outside the scope of this role.
Key Responsibilities
Ticket Intake & Validation
- Review all incoming customer tickets (bug reports, technical issues, “how-to” questions).
- Ensure tickets contain sufficient information to identify and reproduce the issue.
- Reproduce reported bugs when possible.
- Request missing information from customers when required.
- Reject or reclassify invalid or non-reproducible tickets.
Prioritization & Classification
- Classify tickets based on severity and urgency (e.g., Critical / Major / Minor).
- Assess business impact (single user vs. multi-region issue).
- Detect and escalate critical incidents immediately.
- Group duplicate or related tickets into consolidated requests.
- Ensure clear and structured documentation before sending to development.
Engineering Coordination
- Transfer validated tickets to the development team.
- Provide clear reproduction steps and technical context.
- Clarify engineering questions related to customer cases.
- Monitor progress of bug fixes.
- Ensure tickets are updated and statuses reflect real progress.
Incident & Escalation Management
- Communicate critical issues to relevant stakeholders (Product, Engineering Leads, Business Owners).
- Support structured incident handling when needed.
- Ensure customers receive timely updates on high-impact issues.
- Maintain visibility of open high-priority cases.
Process Governance & Quality Control
- Maintain high standards for ticket quality and documentation.
- Define and improve ticket handling workflows.
- Establish and maintain severity classification standards.
- Track recurring issue patterns.
- Identify systemic quality problems and suggest preventive actions.
What This Role Does NOT Own
- Feature request prioritization
- Product roadmap decisions
- Commercial or customer success targets
- Development team management
Required Skills and Qualifications
Experience
- 2+ years in SaaS support, technical support, or platform operations
- Experience working closely with engineering teams
- Experience handling bug triage and reproduction
Familiarity with ticketing systems (Jira, Zendesk, ServiceNow, etc.)
Skills
- Strong analytical and problem-solving skills
- Ability to reproduce technical issues
- Clear written communication
- Structured thinking and prioritization capability
- High attention to detail
- Calm and organized under pressure
Nice to Have
- Experience with APIs, logs, data structures
- Experience in digital agriculture / farm management systems
- Understanding of incident management processes (ITIL-style helpful but not required)
Key KPIs
You may want to define measurable targets such as:
- % of tickets validated before sending to dev
- Time to first response
- Time to reproduction
- Time to severity classification
- Reduction of duplicate tickets
- SLA compliance rate
- Stakeholder satisfaction (internal + external)
The Company Offers
- Opportunity to be a part of a best-in-class product that is used by thousands of companies around the world.
- Annual performance bonus scheme.
- Career growth opportunities.
- An environment where you need to seek and implement unique solutions.
- Training and development programs.
- Young and dynamic team with a friendly and open culture.
- Health and life insurance for employees and your family members.
- 32 working days of paid annual leave and sick leave.