📍 Job Overview

Job Title: Technical Support Specialist (f/m/d)
Company: Cropster GmbH
Location: Vienna, Austria
Job Type: Full-Time
Category: Technical Support, Customer Success
Date Posted: June 27, 2025
Experience Level: Entry to Mid-Level (0-2 years)
Remote Status: On-site (Vienna, Austria)

🚀 Role Summary

Key Responsibilities: Handle technical support tickets, troubleshoot software and hardware issues, collaborate with senior team members, document solutions, and communicate technical information to customers.
Growth Opportunities: Develop expertise in specialized areas of the product ecosystem, participate in team knowledge-sharing sessions, and contribute to process improvement initiatives.

📝 Enhancement Note: This role offers a unique blend of technical problem-solving, customer interaction, and growth opportunities within the specialty coffee industry.

💻 Primary Responsibilities

Core Responsibilities (90% of time):
- Handle technical support tickets across the 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 the 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 Responsibilities (10% of time):
- Participate in team knowledge-sharing sessions and peer reviews.
- Contribute to process improvement initiatives.
- Develop expertise in specialized areas of the product ecosystem.

📝 Enhancement Note: The primary responsibilities focus on efficient issue resolution, knowledge sharing, and continuous learning, ensuring a well-rounded skillset development.

🎓 Skills & Qualifications

Education: Relevant education or equivalent experience in a technical support role or a related field.

Experience: 0-2 years of experience in technical support, customer-facing technical roles, or a related field.

Required Skills:

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.

Preferred Skills:

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.

📝 Enhancement Note: The required skills emphasize technical aptitude, communication, and customer service, while preferred skills highlight industry-specific knowledge and additional language skills.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Documented case studies or examples of technical support tickets handled, highlighting problem-solving approaches, resolution steps, and customer communication.
Evidence of continuous learning and skill development in technical support or a related field.

Technical Documentation:

Detailed documentation of troubleshooting processes, including step-by-step guides, diagnostic tools used, and resolution steps.
Knowledge base articles or blog posts demonstrating clear and concise communication of technical information.

📝 Enhancement Note: The portfolio should focus on demonstrating problem-solving skills, customer communication, and continuous learning in a technical support context.

💵 Compensation & Benefits

Salary Range: €46,000 to €54,000 gross/year. The salary offer will be determined based on experience and individual qualifications.

Benefits:

Budgets for education & wellbeing, and professional development.
Remote work and home office options.
Very flexible working hours without core hours.
Paid time for volunteer work.
Access to mental health support.
Tax-friendly bike leasing.
An endless stream of really great coffee.

Working Hours: Full-time (40 hours/week) with flexible working hours and no core hours.

📝 Enhancement Note: The salary range and benefits package are competitive and tailored to the Austrian market, with a focus on work-life balance and professional development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Specialty coffee industry, with a focus on software and hardware solutions for coffee professionals.

Company Size: Medium-sized company with a growing team, offering a supportive and collaborative work environment.

Founded: 2008, with a history of innovation and customer focus in the specialty coffee industry.

Team Structure:

Technical Support Team: Collaborative team responsible for handling customer support tickets and troubleshooting technical issues.
Product Development Team: Works on improving and expanding the product suite, with a focus on software and hardware solutions.
Sales & Marketing Team: Responsible for customer acquisition, retention, and brand awareness in the specialty coffee industry.

Development Methodology:

Agile/Scrum methodologies for product development, with a focus on continuous improvement and customer feedback.
Collaborative problem-solving and knowledge-sharing approach within the technical support team.
Regular team meetings and one-on-ones to ensure open communication and professional growth.

Company Website: Cropster

📝 Enhancement Note: Cropster's company culture emphasizes collaboration, continuous learning, and customer focus, with a strong commitment to the specialty coffee industry.

📈 Career & Growth Analysis

Technical Support Career Level: Entry to Mid-Level. This role offers an excellent starting point for a career in technical support, with opportunities for growth and development within the team and the broader organization.

Reporting Structure: Reports directly to the Technical Support Team Lead, with regular interaction with other team members, product developers, and sales & marketing professionals.

Technical Impact: Direct impact on customer success and satisfaction by resolving technical issues efficiently and effectively. Contributions to the knowledge base and process improvement initiatives drive team-wide growth and improved customer experiences.

Growth Opportunities:

Develop expertise in specialized areas of the product ecosystem, leading to increased responsibility and seniority within the technical support team.
Contribute to cross-team projects, such as product development or marketing initiatives, to expand skills and gain exposure to different aspects of the business.
Pursue leadership roles within the technical support team or broader organization, mentoring junior team members and driving strategic decision-making.

📝 Enhancement Note: Cropster offers clear career progression paths within the technical support team, with opportunities for skill development, increased responsibility, and leadership roles.

🌐 Work Environment

Office Type: Modern, collaborative workspace designed to facilitate open communication and teamwork.

Office Location(s): Vienna, Austria. The company offers remote work and home office options for eligible employees.

Workspace Context:

Collaborative workspaces with dedicated areas for team meetings, brainstorming sessions, and one-on-ones.
Access to the latest hardware and software tools for troubleshooting and customer support.
A relaxed and casual dress code, with a focus on comfort and productivity.

Work Schedule: Full-time (40 hours/week) with flexible working hours and no core hours. The work schedule may vary depending on customer support needs and team availability.

📝 Enhancement Note: Cropster's work environment emphasizes collaboration, flexibility, and work-life balance, with a focus on creating a comfortable and productive workspace for employees.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen (30 min): A brief conversation to assess communication skills, technical aptitude, and cultural fit.
Technical Assessment (60 min): A hands-on test to evaluate problem-solving skills, troubleshooting abilities, and customer communication.
Behavioral Interview (60 min): A discussion focused on past experiences, achievements, and cultural fit within the technical support team.
Final Interview (30 min): A meeting with the Technical Support Team Lead to discuss the role, team dynamics, and career growth opportunities.

Portfolio Review Tips:

Highlight case studies or examples of technical support tickets handled, demonstrating problem-solving approaches, resolution steps, and customer communication.
Showcase continuous learning and skill development in technical support or a related field.
Emphasize any relevant experience with specialty coffee industry knowledge, hardware troubleshooting, or familiarity with PLCs and PID systems.

Technical Challenge Preparation:

Brush up on Windows/macOS environments, basic networking concepts, and troubleshooting techniques.
Familiarize yourself with customer service best practices and communication strategies.
Research the specialty coffee industry and Cropster's product suite to demonstrate industry knowledge and enthusiasm for the role.

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

Technical Skills: Technical Support, Troubleshooting, Problem-Solving, Windows, macOS, Networking, Hardware, PLCs, PID Systems, Specialty Coffee Industry.
Soft Skills: Communication, Customer Service, Empathy, Patience, Learning Agility, Teamwork, Collaboration.
Industry Terms: Technical Support Specialist, Customer Success, Agile, Scrum, Knowledge Base, Process Improvement.

📝 Enhancement Note: The interview process focuses on assessing technical aptitude, problem-solving skills, and cultural fit within the technical support team. The portfolio review and technical challenge preparation should highlight relevant experience and skills tailored to the role and industry.

🛠 Technology Stack & Web Infrastructure

Support Ticket Management Tools:

Zendesk (or similar customer support software)
Internal ticketing system for tracking and managing customer support cases

Troubleshooting Tools:

Remote desktop access tools (e.g., TeamViewer, AnyDesk)
Diagnostic tools for hardware and software troubleshooting (e.g., Windows PowerShell, macOS Terminal, network diagnostic tools)
Specialty coffee industry-specific tools (e.g., Cropster's software suite)

📝 Enhancement Note: The technology stack for this role focuses on customer support and troubleshooting tools, with a specific emphasis on the specialty coffee industry and Cropster's product suite.

👥 Team Culture & Values

Technical Support Values:

Customer-centric approach, prioritizing customer satisfaction and success.
Collaborative problem-solving, with a focus on knowledge-sharing and continuous learning.
Methodical and systematic approach to troubleshooting and issue resolution.
Clear and concise communication, ensuring technical information is accessible to customers with varying levels of technical expertise.

Collaboration Style:

Cross-functional collaboration with other teams, such as product development and sales & marketing, to ensure customer needs are met and feedback is incorporated into product improvements.
Regular team meetings and one-on-ones to foster open communication and professional growth.
A supportive and inclusive team culture, with a focus on mentorship and skill development.

📝 Enhancement Note: Cropster's technical support team values emphasize customer-centricity, collaboration, and continuous learning, with a focus on creating a supportive and inclusive work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting complex software and hardware issues, requiring a methodical and systematic approach.
Communicating technical information clearly and concisely to customers with varying levels of technical expertise.
Keeping up-to-date with the latest developments in the specialty coffee industry and Cropster's product suite.

Learning & Development Opportunities:

Developing expertise in specialized areas of the product ecosystem, leading to increased responsibility and seniority within the technical support team.
Contributing to process improvement initiatives, driving team-wide growth and improved customer experiences.
Pursuing leadership roles within the technical support team or broader organization, mentoring junior team members and driving strategic decision-making.

📝 Enhancement Note: The technical challenges and growth opportunities for this role focus on continuous learning, skill development, and increased responsibility within the technical support team and broader organization.

💡 Interview Preparation

Technical Questions:

Troubleshooting: Describe a complex technical issue you've faced and how you approached resolving it. What steps did you take, and what was the outcome?
Communication: How do you explain technical information to non-technical users? Provide an example from a previous experience.
Problem-Solving: Walk us through your approach to troubleshooting a software or hardware issue. What steps do you take, and how do you ensure you've covered all possible solutions?

Company & Culture Questions:

Industry Knowledge: How familiar are you with the specialty coffee industry, and what trends or developments have you noticed recently?
Team Dynamics: How do you approach working collaboratively with other teams, such as product development or sales & marketing?
Customer Focus: Describe a time when you went above and beyond to ensure customer satisfaction. What was the outcome, and what did you learn from the experience?

Portfolio Presentation Strategy:

Case Studies: Present case studies or examples of technical support tickets handled, highlighting problem-solving approaches, resolution steps, and customer communication.
Continuous Learning: Showcase continuous learning and skill development in technical support or a related field, demonstrating your commitment to professional growth.
Industry Knowledge: Highlight any relevant experience with the specialty coffee industry, hardware troubleshooting, or familiarity with PLCs and PID systems.

📝 Enhancement Note: The interview preparation focuses on assessing technical aptitude, problem-solving skills, and cultural fit within the technical support team. The portfolio presentation strategy should highlight relevant experience and skills tailored to the role and industry.

📌 Application Steps

To apply for this Technical Support Specialist (f/m/d) position at Cropster GmbH:

Submit your application through the Cropster job posting.
Customize your resume and portfolio to highlight relevant experience and skills for the technical support role, with a focus on problem-solving, customer communication, and industry knowledge.
Prepare for the interview process by brushing up on your technical skills, researching the specialty coffee industry, and practicing common troubleshooting and communication scenarios.
Research Cropster's company culture, product suite, and team dynamics to ensure a strong cultural fit and understanding of the role's expectations.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with Cropster GmbH before making application decisions.

Technical Support Specialist (f/m/d)