Support Engineer

About the position

At Refined, we are on a mission to help teams collaborate better. Our software turns native Confluence, Jira and Jira Service Management content into themed, easy-to-use intranets, service desks, issue trackers, knowledge bases and more.

You, as a Support Engineer, play a key role ensuring our customers are happy with their experience both using our products as well as interacting with Refined. On a day-to-day basis, you will be working in our online support system helping our customers. You are the driver of your support cases, whether that means troubleshooting, setting up and investigating configurations and software related issues, answering questions or just keeping the customers up-to-date.

You will be working in a team with experienced support engineers and be the voice of the customer towards developers and product managers. We work as a team whether it’s bouncing ideas off each other, sharing knowledge or attacking the trickier support cases together.

And, of course, you get to work with customers from all over the world, ranging from people in tiny start ups to global enterprises and brands (e.g. Apple, Spotify, NASA, Coca-Cola).

Experience & background

To succeed in this role providing our customers quality software support, you need to have relevant education (business information technology, informatics, information systems or similar) or experience from a similar position (business software support, IT consulting, software testing). This position is customer facing so we expect you to have a genuine interest in working with customers.

Knowledge & skills

- Systematic and structured approach of taking your cases from discovery to resolution
- Using your knowledge about IT systems to troubleshoot issues, provide guidance, present workarounds and engage with customers
- Ability to learn products, systems and domain knowledge independently
- The ability to interact and communicate well with others: support engineers, developers, product managers and designers
- An understanding of software concepts and configuration (server environments, cloud environments and web applications)
- Great communication skills in English, both verbal and written


Why should you join us?

We have an amazing team and great customers, but all of this is possible because of a couple of values we have and share. If these words resonate with you, we are pretty sure that you would love to work with us.

Flexibility: We believe work should fit into the rest of your life and not the other way around.

Fun: We celebrate our successes and host events like (online) quiz and (online) board games, (pre-and post-pandemic) table tennis tournaments, theme days, and more.

Inclusion: We have a track record of hiring and promoting the most qualified candidates, regardless of factors like nationality, race, gender, sexual orientation, or religion, which, if you ask us, have no bearing on one’s ability to do the job.

Growth: Our employees grow as we grow. We promote from within, and we’re committed to professional development so you leave us with more knowledge than you came with (but don’t leave us!).

We are good corporate citizens. We’re incredibly proud of the gender balance in our tech team, not to mention our pledge to donate 1% of company profits to charities and nonprofits like Ol Pejeta Conservancy and Cool Earth.

Want to learn more about what it’s like to work with us? Visit our About Us page and see what our employees say about working at Refined: https://www.refined.com/about/



And, of course, we have a bunch of well-thought-out benefits for all of our employees:

- Flex-time and flexible working hours
- Generous policies for new parents
- Flexible work-from-home policy
- Competitive pay
- Competitive pension package (SE)
- Loads of ‘away from the desk’ activities including after-works, , ping-pong competitions, group sports and delicious meals out.
- 4000 SEK/400 € per year in keep-fit activities
- 25 vacation days annually
- Annual company-wide kickoff trips
- Opportunities to travel for conferences, depending on your role
- Friday breakfast
- Macbook Pro
- Referral bonus
- Annual physical
- Quality headphones


Are you interested? Apply now!

Can you see yourself working with us? Great! We’d love to know more about you.

Please apply to the position at https://career.refined.com (https://career.refined.com/) by June 24th. We will do three rounds of interviews, first a short introduction and then two meetings with the part of team.

If you have any questions regarding this role, feel free to drop a message to recruiting manager maria@refined.com (Customer Experience Manager).

About Refined

Refined is on a mission to help teams work better with sites. Our site-building tools for Confluence, Jira and Jira Service Desk power intranets, service desks, issue trackers, knowledge bases, and more at companies like Apple, Spotify, and Coca Cola as well as thousands of small- and medium-size businesses around the world. Founded in 2009, Refined is a privately held, founder-led company headquartered in Malmo, Sweden with a satellite office in Helsinki.

We hire ambitious, down-to-earth, solution-oriented people who thrive in collaborative settings. We think empathy and curiosity say as much about a candidate as university credentials, and we weigh ambition as high as we do talent. We believe that the best work happens when people put their heads together without ego or pretence to arrive at clever solutions, so we look for people who have a demonstrated history of getting stuff done in teams. Sound like you?

Location

Malmö or Helsinki. Your manager will be located at the Malmö office.