Second‑Line Support (Full Remote, Europe)

Metapic is a SaaS platform that helps creators and brands collaborate with transparency, measurable impact, and performance insights. We enable online stores to track, understand, and optimize creator‑driven campaigns — and we’re active in most European markets with local teams and long‑term partnerships.

We’re now expanding our technical support capacity and are looking for an experienced Second‑Line Support Specialist to join our fully remote team. (Please ignore any office location references — this role is fully remote.)

As a Second‑Line Support Specialist, you are the escalation point for complex technical issues that require deeper investigation, cross-team coordination, and strong analytical thinking. You will collaborate closely with Support, Product, and Engineering.

As a Second‑Line Support Specialist, you are the escalation point for complex technical issues that require deeper investigation, cross-team coordination, and strong analytical thinking. You will collaborate closely with Support, Product, and Engineering.

• Take full responsibility for escalated support cases — from first contact to final resolution

• Communicate clearly and proactively with customers, even on complex or unclear issues

• Troubleshoot across systems, APIs, logs, and External services.

• Work closely with the product team to push issues forward and suggest improvements

• Continuously document solutions and expand the knowledge base

• Improve workflows, raise bugs, challenge the status quo, and help us evolve support

• Drive root‑cause analysis and help prevent issues from recurring

Requirements

• Have worked with technical support before and have had direct communication with customers.

• Excellent written and spoken English, and the ability to communicate well.

• Good skill for troubleshooting problems

• Good understanding of SQL

Bonus points

• Experience working in a full remote environment.

• Worked with affiliate marketing before.

• Excited about influencer marketing.