Customer Solutions Engineer (Support Team)

About the Role
As a Customer Solutions Engineer in our Support team, you will work closely with customers and colleagues to solve advanced issues and requests that require technical expertise. We are specifically looking for someone with experience with MySQL and Javascript, an working in a second line type of roles assisting customers and colleagues with technical expertise. Besides this, any experiencein VoIP/SIP protocol or with telecommunications and networking would be advantageous. Other responsibilities would involve being familiar with our different solutions (Kaisa will provide training and support learning for specific tools or programming languages that could be required).
Our Support Team
Our growing multi-skilled, multi-language support team in Kaisa works closely with customers and colleagues alike, providing our technical expertise and problem-solving attitude to a vast array of queries and issues that come to our desk. Due to the nature of our service, we tackle the unique and unusual queries that reach Support as a collaborative effort, working together as a team focusing on quality and delivery, with an open mind and room to learn new things along the way. If you like challenges and bettering yourself, working in a close-knit team with a drive to help others, keep reading!

What you’ll do
Provide first-class Support to both Kaisa teams and our customers as issues or questions are raised to our team.
Assist and educate our Support team with your technical knowledge.
Use your service-minded personality to creatively and proactively assist customers and colleagues all over the world in their daily work using our services.
Use SQL to extract or modify data on demand.
Work with Javascript and API solutions to help deliver our services to customers.
Troubleshoot telephony issues using the SIP protocol (VoIP) signalling, including raising tickets with our carrier partners when necessary.


What do we need from you
Knowledge or experience using SQL or Javascript or PHP. No formal academic education required but you can demonstrate certain ability with the languages mentioned.
Ability to perform technical assessments, troubleshoot and determine the root cause of different problems and scenarios.
Ability to work positively in a fast-paced, changing environment.
Supportive mindset, ability to understand the customer’s point of view, and will to walk that extra mile to meet customer's needs.
It is essential that you are fluent in spoken and written English.



Additional skills
Demonstrable experience with telecommunications as second/third line Support agent (experience with networking, or SIP/VoIP for example) or knowledge of any of these protocols is meritorious.
Fluency in Italian, Swedish, Spanish or other European languages is an advantage.



Where you’ll be and how you’ll work
We have three offices: London, Uppsala and Paris. This position is currently open for our Uppsala office, but applications from France or the UK can also be considered. Because we are an international team, if the opportunity allows, you might be able to visit each office to spend time with the different teams.
We are flexible on remote work. You can decide with your manager the frequency to which you meet your team face to face, although some attendance is expected.
We typically work business hours, but due to the nature of the Support tasks you will be expected to occasionally work specific shifts (never later than 19:00) or participate in an on-call service on rotation.
Kaisa wants you to have a good life balance and the opportunities to have advantages like free yoga lessons each Friday, team activities in Sweden, France or UK, and participation in inspiring events.
What you’ll get in return
We have country specific insurances and retirement contributions. You can ask for more details during the interview.
However across all countries (Sweden, UK, France) there are indeed similar benefits such as:
Country specific health and family insurance
Country specific retirement contribution
Sporting & wellness opportunities
Virtual yoga lessons every Friday
Flexible and remote work to suit your personal working style
Regular team events in France, Sweden and the UK
True professional & personal life balance giving you peace of mind that you can both work and relax without sacrificing one or the other
A solid team environment in a company of friends


Working at Kaisa
Kaisa will offer you an open, unpretentious, goal-oriented culture with a lot of growth potential. We love hackathons, lunch & learn and ping pong, and we encourage labs – which means that we will help you find time tofocus on your own development.
We offer a competitive benefits package. And we work flexibly; you’re encouraged to find your own balance between working from an office and remotely.
About Kaisa
Kaisa. 22 nationalities. One brand.Join our dynamic team at Kaisa, a global SaaS company specialising in Customer Experience solutions. With a dedicated team of over 60 employees with offices in Uppsala, London, and Paris, we serve customers spanning over 45 countries worldwide. Our expertise lies in developing innovative solutions that simplify the creation of personalised customer experiences. As a scale-up enterprise, we are poised for exponential growth, driving industry standards and redefining the customer journey.We know that some people may hesitate to send their application if they feel they don't correspond to all the points of the job description. But if you feel that Kaisa and our diversity are made for you, please send us your CV!