Technical Support Engineer

This is a pivotal role at Returnista that will shape our future success.

As a Technical Support Engineer at Returnista, you will provide exceptional enterprise-level support to our customers across Europe and beyond. Leveraging your in-depth knowledge of the Returnista platform and return management processes, you will diagnose, troubleshoot, and resolve customer issues promptly and effectively. Customers will depend on your technical expertise and analytical thinking to help them navigate our platform, resolve challenges, and maximize its value.

Our goal is to ensure smooth product adoption, build trust, and enhance the customer experience throughout their journey with Returnista. You’ll also collaborate closely with Product, and Customer Success teams to advocate for our customers and contribute to the continuous improvement of our product. Beyond direct support, you’ll have the opportunity to take on strategic projects that will help Returnista scale and grow.

As a Technical Support Engineer at Returnista, you will:

• Respond to and/or escalate support tickets via email and chat channels.
• Work closely with Product to resolve issues / work on small improvements in the Platform (BAU)
• Investigate and resolve complex technical challenges, escalating issues when necessary.
• Ensure all support requests meet established service level agreements (SLAs).
• Work closely with Customer Success Managers to ensure data accuracy and trust for key accounts.
• Provide customers with an exceptional experience when using Returnista and interacting with the support team.
• Create and update technical and non-technical documentation to reflect product updates and improvements.
• Identify recurring issues or customer feedback themes and communicate these insights to the Product and Engineering teams.
• Develop and optimize support workflows to improve team efficiency and customer satisfaction.

By joining Returnista, you’ll play a critical role in ensuring our customers succeed while contributing to the growth and scalability of a rapidly evolving platform in the e-commerce ecosystem.

What we do:

• We focus on the problem today, not tomorrow.
• We take pride in delivering quality.
• We don’t constrain ourselves by convention.

What we don't do:

• We don’t use Jira.
• We don’t do scrum, sprints or estimate story points.
• We don’t build features – we deliver capabilities.

Our values and culture

At Returnista, our working culture is guided by four core values:

We’re on this journey together: Working at a successful startup isn’t the same every day, as we constantly grow and innovate, we face new challenges. It’s important that we embrace this journey but also positively support each other. In practice, this can range from pair programming to travelling and celebrating together.

We do it right: When you’re moving fast it can be tempting to constantly cut corners to things done. But this results in a product that is a struggle to work with and has unhappy users. We make that extra effort to be proud of what we’re building; understand the problem we’re solving, write one more test or tackle technical debt.

We are empowered to act, challenge and lead: To work effectively as a team everyone must have a voice and feel they can stand up and be counted. As a software engineer at Returnista we want you to feel empowered. That could mean proposing new ideas, fixing things without seeking permission or challenging the CEO.

We are intrepid: We want our engineers to show initiative and to innovate. Intrepid Friday’s give us the opportunity to work on things that might not ostensibly be the highest priority, but can make a big difference to our product or how we work.

What we offer

• Join a fast growing scale-up company
• Work in a positive, supportive environment
• Hybrid working opportunities
• Macbook
• €2k annual training budget
• Annual travel budget to spend time with colleagues in other locations

Job requirements

You’ll be a great fit if you have:

• A Bachelor’s Degree or equivalent professional experience.
• A track record in a customer-facing technical role, or the ability to empathize deeply with customers and act as their advocate.
• Experience with APIs or similar technical concepts.
• Excellent communication skills with a professional and approachable demeanor.
• A knack for learning and explaining technical products or concepts.
• Strong problem-solving skills and a natural curiosity for finding solutions.
• A passion for return management and the value it brings to e-commerce businesses.
• Familiarity with support tools such as Intercom, Clickup and Notion are a plus
• Fluency in English; additional language skills are a plus.