A-Cube API is a tech company that helps businesses and organizations exchange digital documents with government entities, facilitating communication in a solid and reliable manner with scalable, agile, and easy-to-integrate technology.
We are highly valued for the high technical quality of our products, the excellent documentation accompanying our APIs, and the assistance provided to our customers. To continue ensuring this appreciated level of service, we are currently selecting candidates to best organize customer support.
Description
This is a full-time role, preferably to be carried out at our offices in Ferrara, Italy.
The candidate will be responsible for identifying the appropriate tools and engineering the support processes between the various company departments and the customer. They will manage and resolve customer reports (tickets). They will implement and improve technical documentation, growing it along with their own know-how.
What You Will Do
You will be the technical point of reference for our customers, ensuring that the quality of our post-sales service matches the quality of our products. Your responsibilities will include:
Support Engineering: Identifying the most suitable tools and engineering the support processes (workflows, escalation paths, SLAs) that involve the different company departments (Development, Product) and the customer.
Automation: Identifying support patterns and developing automation solutions that can optimize your time.
Ticket Management: Being responsible for the management and technical resolution of customer reports, incidents, and support requests.
Continuous Improvement: Actively contributing to the drafting and improvement of technical documentation (Knowledge Base, FAQs, operational guides), sharing and enhancing your know-how.
Technical Communication: Translating complex problems into clear solutions, acting as a bridge between the technical team and the end-user.
Qualifications
We are looking for a highly capable problem-solver with a solid technical foundation.
Technical Proficiency: Basic knowledge of at least one programming language (e.g., Python, PHP, Java, JavaScript, C, etc.) or familiarity with API/Web Services integration concepts.
Problem Solving: Excellent problem-solving skills and technical analysis ability to quickly diagnose and resolve issues.
Communication: Excellent written and verbal communication skills in both Italian and English (required for documentation and support).
Organization: Strong ability to manage time and priorities in a dynamic, service-oriented environment.
Soft Skills: Customer focus, patience, and professionalism.
What We Offer
We believe in investing in our people and offer a stimulating work environment full of opportunities.
Competitive salary commensurate with experience.
High-quality company laptop.
Meal vouchers (Buoni pasto).
Personal budget dedicated to conferences, training courses, and professional development.