Technical Support Representative

About Us

Yodeck is a fast-growing Software-as-a-Service (SaaS) company that is laser-focused on disrupting the $23B digital signage industry. Yodeck’s affordable, easy-to-use, and feature-rich solution has been developed to democratize digital signage and empower with it any and every business around the world. Yodeck was first introduced in 2016 and now powers over 200,000 screens across every type of business from restaurants and retail stores, to schools, stadiums and conference halls. Yodeck is now in the top 5 of digital signage SaaS platforms in the world, and we are looking for curious and smart people to drive even faster!

About the Role

As a Technical Support Representative, you are the first technical responder for Yodeck customers. Most of what reaches you is a screen that will not play what it should: a player that dropped off the network, content that will not load, a schedule that fires at the wrong time. Your job is to find out why and fix it, using our troubleshooting playbooks, remote sessions and your own curiosity.

This is the entry level of our technical support track. You do not need to arrive knowing digital signage. You do need to enjoy taking a vague complaint apart until it becomes a specific, testable cause.

What You Will Be Doing

• Owning incoming technical tickets from first response through to confirmed resolution, over chat, email and phone
• Diagnosing player issues across Raspberry Pi, Android, Windows and commercial smart displays from Samsung and LG
• Working through network problems with customers: connectivity, DHCP, DNS, firewalls, proxies and blocked hosts
• Running remote sessions to help customers get players online and configured
• Gathering the full picture before you act: device, OS, app version, network setup, how many screens are affected and how to reproduce the issue
• Escalating cleanly to Engineering when you have exhausted the documented path, with reproduction steps and customer impact written up so nobody has to ask you a follow-up question
• Picking up conversations that our AI support agent hands over, and flagging where its answers or our help center content need improving
• Keeping tickets, statuses and notes current, and raising SLA or churn risk to your lead early
• Spotting patterns: recurring questions, suspected bugs and feature gaps that the Product needs to know about

Requirements

• Comfort with core networking concepts: LAN, DHCP, DNS, firewall, proxy, port
• Comfort with operating systems: Linux, Windows
• Genuine care for the person on the other end, and the patience to explain a technical fix in plain language
• The instinct to isolate a cause rather than guess: you form a theory, test it, then move to the next one
• Willingness to follow a documented process precisely, and to ask for help early when the process runs out
• Master's or Bachelor's in Information Technology or any relevant Computer Science.
• Excellent written and spoken English, at C1 level or above

Nice to have

• Previous helpdesk, technical support or IT support experience
• Hands-on time with Raspberry Pi, Linux
• Experience with a ticketing platform such as Intercom, Zendesk or Freshdesk
• A second language, particularly German, French, Spanish or Dutch

Your first 90 days

• Weeks 1 to 3: product onboarding, our troubleshooting playbooks and our SSH and network lab. You shadow live conversations and handle your first tickets with a buddy reviewing them.
• Weeks 4 to 8: you own standard tickets end to end, with your lead reviewing quality samples and coaching on tone and diagnostics.
• Weeks 9 to 12: You are handling the full standard queue independently, escalating cleanly, and you have contributed your first improvement to a playbook or help center article.

Benefits

• Competitive salary
• Company-wide bonus scheme and a great stock option plan
• Award-winning workplace, recognized as the Best Workplace
• Hybrid Work From Home policy
• Office gym, nutritionist, and meal vouchers
• Individual training budget for professional development
• Private medical insurance plan
• Fun and collaborative start-up environment (with amazing offices!)
• Flexible working arrangements
• Commuting expenses
• Equal opportunity and workplace diversity

As part of our dedication to the diversity of our workforce, Yodeck is committed to Equal Employment Opportunity. Our people are our strongest asset and we acknowledge that all we have achieved so far is the solid outcome of our people’s contributions.