Support Specialist for BeeHealthy

Join us in our mission to make care smarter! At BeeHealthy, were on a mission to make care smarter through our configurable, white-label SaaS platform. We combine over 115 years of healthcare expertise with modern technology, serving social, healthcare, and veterinary providers alongside insurance organisations in over 10 countries across Europe, the Middle East, and Africa. Were a team of 90+, with 60+ in our product organisation, growing fast and looking for people who want to do meaningful work. If you care about impact, quality, and building products that genuinely improve how care is delivered and received, wed love to hear from you. Location: Helsinki, Turku, Tampere, or Jyväskylä (Finland) or Berlin (Germany) Working mode: Remote-friendly, hybrid working model About the role As a Support Specialist, you handle support issues independently from intake to resolution, with high-quality ticket handling, customer communication, and documentation. Youll build strong product and platform knowledge, spot recurring issues, and help improve how Support operates. What you will do Handle tickets end to end: prioritise, categorise, troubleshoot, resolve, and document them Investigate issues using logs, tooling, and platform knowledge, and decide when to resolve them yourself and when to escalate Keep customers updated clearly during incidents, escalations, and follow-ups Work with SRE and Engineering on complex cases, keeping ownership until issues are resolved or clearly handed over, so nothing gets lost between teams Spot recurring issues and raise them for Problem Management with the Service Delivery Manager Turn your troubleshooting into reusable troubleshooting guides and known solutions in our knowledge base Mentor Junior Support Specialists, helping them build confidence and solve problems on their own Proactively suggest improvements to support processes, documentation, and ways of working Work with Service Delivery to ensure relevant customer context is understood and reflected in support communication What you bring Previous experience in technical support, IT service desk, or another customer-facing ICT role Structured troubleshooting skills, including reading logs and narrowing down root causes Sound judgement on when to dig deeper, when to resolve, and when to escalate Clear written and spoken communication in English and Finnish, including with customers during incidents Strong documentation habits Willingness to mentor and support colleagues Bonus points Interest in exploring and developing AI-based solutions that make Support faster and more effective Experience with Jira Service Management or similar Familiarity with ITIL practices Experience in healthcare or another regulated environment, and an understanding of handling sensitive data (GDPR) German and/or Italian What success looks like You resolve support issues independently and efficiently You make sound escalation decisions and involve SRE or Engineering at the right time Your tickets are accurate, appropriately prioritised, and well documented You communicate clearly with customers throughout the support lifecycle You help Junior Support Specialists develop their troubleshooting and ticket-handling skills You strengthen the Support knowledge base with practical, reusable documentation You identify recurring issues and help reduce them through Problem Management and continuous improvement You contribute to a more consistent and scalable Support operation Benefits Generous, Nordic-style paid holiday Flexible remote-work policy and working hours Wide range of IT equipment to choose from Comprehensive occupational healthcare Sponsored sports or culture memberships Healthy snacks and drinks at the office Regular team days, game nights, and social events Culture at BeeHealthy At BeeHealthy, freedom and responsibility go hand in hand. Youll be trusted to work independently while collaborating closely with your colleagues, sharing knowledge, learning continuously, and respecting each other both professionally and personally. Our culture is guided by strong values: Skill and Knowledge: we never stop learning. Caring and Responsibility: we look out for each other and the people who use what we build. Partners and Entrepreneurship: we innovate through collaboration. Growth and Development: were committed to unlocking potential, both for ourselves and our customers. Were a close-knit, international team where talent and knowledge-sharing thrive. We believe that building great healthcare technology starts with taking care of the people who build it. Recruitment process We read every application: Once the application period closes, we take time to review everyone who applied. You'll hear back from us, whatever the outcome. Short meeting with our VP Talent: A chance to get to know each other. The focus here is on bringing BeeHealthy's culture and values to life, and exploring how they resonate with your own. Meeting with the hiring manager: