Vacant job

Are you an experienced support professional with a strong technical understanding of software, systems, and configuration? Do you thrive in a role where customer dialogue meets technical problem-solving, and where you get the opportunity to troubleshoot complex issues while contributing to improving our workflows?

Visiba is a SaaS company offering AI-powered digital healthcare solutions. We are now looking for a Customer Support Specialist to join our Account Management team.

In this role, you will support our customers in using and configuring our platform, troubleshoot technical issues, and help us deliver high-quality support. You will work closely with Account Managers, Product Development, and other internal stakeholders to ensure a strong customer experience and long-term customer success.

As a Customer Support Specialist, you will:

• Handle first, second, and third-line support for our customers

• Investigate and troubleshoot complex technical issues related to software, system configuration, integrations, and data

• Support customers with the configuration, setup, and use of the Visiba platform

• Work systematically with technical troubleshooting, including log analysis, incident management, and root cause analysis

• Work with and manage incidents

• Collaborate closely with Account Managers to identify customer needs, risks, and opportunities

• Work cross-functionally with Product Development to share customer insights and identify potential product improvements

• Conduct digital training sessions and contribute to customer education initiatives

• Drive continuous improvements in support workflows, documentation, and internal processes

This is a role with real impact. You will contribute to strengthening how we support our customers, improving our internal ways of working, and creating better digital healthcare experiences for patients and healthcare professionals.

We believe you have:

• At least 5 years of experience in technical support, preferably 2nd line or equivalent

• Experience with first, second, and third-line support, preferably in a SaaS, software, or system-based environment

• Strong technical understanding of software, including configuration, troubleshooting, and system behavior

• Good ability to troubleshoot logs, such as application logs and server logs

• Basic knowledge of databases and SQL, e.g., reading data and writing simple queries

• Understanding of HTTP/HTTPS, APIs, REST, and common status codes

• Basic networking knowledge, such as DNS, IP, firewalls, and TLS/SSL

• Experience working with incidents and ticketing systems, such as Jira or Zendesk

• Experience investigating complex technical problems and driving them to resolution

• Strong problem-solving skills, analytical thinking, and self-motivation

• Ability to independently structure your work and take ownership from start to finish

• A genuine desire to help others succeed, both customers and colleagues

• Excellent communication skills

Fluency in Swedish and English, both spoken and written, is a requirement for the role.

It is an advantage if you also have:

• Understanding of authentication and authorization, such as OAuth/OIDC or SAML

• Experience with integrations, data flows, or system administration

  Above all, you are self-reliant, curious, and comfortable taking responsibility. You enjoy diving deep into technical challenges while maintaining a professional, pedagogical, and trust-building dialogue with customers.

You will be part of our Account Management team and work closely with our Account Managers, while collaborating cross-functionally with Product Development.

Your direct manager will be Sophie Haarlem, a values-driven leader who believes that employee success is created through personal development, well-being, clarity, and collaboration. In the team, we value initiative, ownership, and a shared ambition to constantly get better.

• A meaningful product with real impact for patients and healthcare professionals

• A values-based culture where people and quality come first

• 30 days of paid vacation

• 1 hour of wellness activities per week during working hours

• Wellness allowance and private health insurance

• Hybrid work model, at least 60% in the office

• Opportunities for development and challenge

Location: Gothenburg or Örebro Start: As soon as we find the right person

Please send your application in Swedish or English, whichever you prefer.