2nd Level Product Support Specialist (f/m/d)

Trusted Shops SE (DE) • Cologne

Cologne

from today / asap

Your duties

Trusted Shops develops SaaS solutions for over 40 million users and 30,000 businesses across Europe. Our product suite includes products such as the Trustmark, Buyer Protection and the eTrusted experience feedback platform. Our products are part of a 20-year mission to enable trust between people and businesses in the digital age.

Join Our Product Support Team as a 2nd Level Product Support Specialist (f/m/d)
We're looking for a dedicated team member to strengthen our Product Support department. In this role, you’ll work closely with our B2B Customers, guiding them through the seamless integration of our products into their systems - efficiently, effectively, and with a strong customer-first mindset.

Your Key Responsibilities as a 2nd Level Product Support Specialist (f/m/d):

As a 2nd Level Product Support Specialist (f/m/d), you’ll combine deep technical knowledge of Web Technologies with a strong Customer-focused mindset. Acting as a Product Expert, you ensure seamless integration of Trusted Shops Products into our Customers’ Online Shops - empowering them to get the most value from our services.

Ensure successful and optimized integration of Trusted Shops trust Products maximizing Customer benefit and performance
Support the 1st Level Support Team with complex technical issues, providing hands-on assistance and direct communication with Customers via Phone and Email
Develop custom integration solutions when no standard module exists for a specific Shop System
Act as an internal knowledge hub - sharing expertise on Trusted Shops Products, Features, and best practices across Teams
Occasionally join Cuistomer Meetings as a technical advisor, supporting Account Managers and Sales Teams with your in-depth Product and integration knowledge

Why Join Trusted Shops?

Personal Development: You’ll receive direct support from your Team Lead, ensuring your growth and success.
Health & Wellbeing: Participate in monthly health activities and earn an extra vacation day for achieving health goals.
Inclusive Work Culture: Flexible working options and a focus on work-life balance. No late-night work expected.

A Typical Day as a 2nd Level Product Support Specialist (f/m/d) at Trusted Shops:

Start your day by setting up your remote workspace or adjusting your desk at the office.
Collaborate with your Team to discuss current issues, and exchange experiences about their solution.
Dive into an e-commerce platform’s documentation to find out the best way your customer can integrate our solution in their shop.
Take part in a customer meeting, advising about the best practices on how to apply our APIs to get the maximum out of our products.
Enjoy a flexible lunch break, whether it’s a home-cooked meal or a casual outing with colleagues at nearby restaurants.
Work on incoming technical support cases, consult the product teams to discuss suspected bugs in our system.
Wrap up the day with Team-building activities such as Waffle Day or enjoy a drink on the Rooftop Terrace.

Your profile

A degree in Computer Science or a related field – or equivalent hands-on experience or training (e.g. IT Specialist).

Solid Programming Skills in JavaScript, with at least intermediate experience in PHP.
Strong working knowledge of HTML and CSS.
A knack for getting to the root of technical challenges – and solving them collaboratively with Customers.
The ability to explain even complex technical topics in a simple, approachable way.
Sharp analytical thinking – you can assess customer integrations and independently develop smart solutions.
A natural communicator who connects easily with People and builds trust.
Fluent in English (written and spoken) – and ideally in one or more of our supported languages (German, Polish, French, Italian, Spanish, Dutch). Any additional European language is a plus!

What we offer you:

Hybrid work: Combine flexible remote work with team time in the office
Workation: Temporarily work from a destination of your choice within the EU, Iceland, Liechtenstein or Norway
Permanent contract with Europe's trusted brand
27 vacation days + 3.5 additional days off at Christmas, New Year's Eve and Carnival
Buddy programme (an experienced trustee is at your side)
Individual training opportunities
Events (Team Events, Unit Events, etc.)
Health Pass (free online and offline sports, fitness and health courses)

BUILD A COMMUNITY OF TRUST WITH US - #cometotrust

Not sure if you are what we are looking for? Apply!
At Trusted Shops, we are interested in you as a person - whether you fit in with us is
independent of gender, nationality, ethnic and social origin, religion/belief, disability, age, sexual orientation and identity. Trusted Shops is clearly committed to diversity and against discrimination.

Contacts

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Your benefits in tech

New work

Work from wherever you feel most comfortable. Whether in one of our 5 offices or temporary from another location in Europe.

Health Pass

Stay fit – physically and psychologically. Our company health management offers you a wide range of courses, presentations and workshops.

International flair

With a team from more than 40 different nations, it never gets boring. We celebrate our diversity and the countless new perspectives it gives us.

Individual development opportunities

Unleash your talent and improve your individual skills that support you in your work.

Buddy programme

Your buddy will help you settle in when you first start out with us. Later, you can also share your experience with new colleagues.

Team events

Whether in summer, winter or whenever it suits your team – we enjoy spending time together.

Guilds

In cross-team guilds, we work on current topics in a self-organised and practical manner, e.g. in the Architecture guild or the DevOps guild

Hackathons

We like to think outside the box, developing useful and creative solutions to problems during small events – whether related to work or not

Peer- /mob-programming

Many people work together to develop the best code. This allows us to progress even more effectively in projects and to learn from each other.

Knowledge marketplace

Everyone can offer knowledge or search for it on a kind of bulletin board. This creates spontaneous training sessions with each other

Agile Coach

Agile coaches are available to you and your teams so that you can be successful together.

Our values

Transparency

Open and clear communication gets us to our goals quickly. Address your topics openly – we will find a solution for everything together.

Respect

Every single one of our colleagues is a valuable part of our community. Respectful interaction and openness are prerequisites for our work.

Trust

We know you’re doing a great job – otherwise you wouldn't be here. We trust you, your skills, ideas and intentions.

Our application process

1/4

2/4

3/4

4/4

Are you passionate about the code behind our products?

Programming Languages

Java: Java is used by some of our Tech teams and supports us with components that have complex logic, usually in combination with Spring Boot

TypeScript: We use TypeScript combined with the React framework in the frontend and also on the server side with NodeJS

Python: We often use Python when processing or transforming data.

Frameworks

React: React is used when the performance of our solutions is important. Our B2C environment, in particular, benefits from React (shop profiles, trust badges, widgets, etc.)

Spring Boot: When it comes to complex business logic in Java and Kotlin, we use Spring Boot. It is deployed in ECS

NodeJS: Our focus is on serverless, and we often use typescript in the backend. We mostly use NodeJS in combination with AWS Lambda

Service & Tools

Circle CI:  CircleCI is our CI/CD tool for automated builds, testing & deployment

GitHub:  GitHub supports our internal open source policy and enables cross-team cooperation and feedback

Ansible: We use Ansible to provide our virtual servers in a repeatable and automated way

Terraform: Our AWS infrastructure is fully managed with Terraform. This allows us to keep a simple history of all changes and minimise the manual effort.

Databases & Hosting

DynamoDB: DynamoDB is often used to access large amounts of data in real time. We regularly use it with AWS Lambda to provide a scalable solution.

PostgreSQL/MySQL: If flexibility of data access is paramount, then we also use relational databases

AWS:  For us, it's "cloud first" so that we are able to scale the infrastructure of our products. Here we rely on services such as AWS Lambda, S3 and DynamoDB

Employee reviews

Right now we are working on a new major project for user management and permissions, which is interesting but also complex and has many aspects that will allow it to be integrated into other components. I really like the fact that, as developers within the team, we can decide which technology and programming language we want to use and how we structure the processes. This can sometimes be a challenge, but it helps us gain a lot of new experience. I can work on anything I want to learn about on self-learning days. And of course we have a very friendly and open working atmosphere. Team building events and mob/pair programming sessions also contribute to this.

I am currently working in the Review Insights team. In this product team, we work on frontends that help our customers, i.e. online retailers, to draw valuable information from the collected reviews. I have another colleague in the team from the front-end team with whom I work closely. This starts with the planning and discussion of solutions and ends with the joint revision of the written code. Overall, the working atmosphere at Trusted Shops is very pleasant and relaxed. Thanks to a specially developed platform solution, each product team can build its own micro frontends and is thus independent of the other product teams. This means that you are not restricted in your choice of framework, for example - however, we mainly use the common JavaScript frameworks. Personal development is also encouraged. This year, for example, I was able to take part in a one-week summer school on the topic of deep learning, and we basically have one day a month at our disposal to continue our education as we see fit.

Have we awakened your interest?

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