Customer Support Specialist - EMEA

About The Opportunity
Speria is looking for a customer-focused Support Analyst to join our Global Support team in EMEA. You will help enterprise software customers resolve technical issues, keep them informed throughout the support process, and get the most value from the products they rely on. This role is well suited to someone who enjoys solving problems, learning how complex systems work, and taking ownership of the customer experience.
Speria provides enterprise solutions that support live animal protein production. Our products help customers use real-time information to improve operational insight and responsible production across the supply chain.
What You Will Do
Provide Level 1 and Level 2 support, including diagnosis, resolution, escalation, and customer communication.
Investigate application, configuration, data, and software issues using a structured troubleshooting approach.
Read and interpret SQL to support investigation of data-related problems.
Document support activity, troubleshooting steps, decisions, and resolutions in the designated support system.
Communicate clear status updates, next steps, and expected resolution timelines to customers.
Partner with Development, Projects, and other technical teams to investigate defects and complex issues.
Support customers during post-go-live hypercare and help stabilize new implementations.
Create and improve knowledge articles, troubleshooting guides, support documentation, and standard processes.
Identify recurring issues and contribute to product, process, and application-reliability improvements.
Develop deeper expertise in the products and modules used by assigned regional customers.
Share knowledge with teammates and provide training or guidance when appropriate.
What You Bring
Experience supporting customers in a B2B software, SaaS, enterprise application, or similarly technical environment.
Experience working with support tickets and a ticketing platform.
Working knowledge of SQL, including the ability to read and understand queries or data logic.
Advanced written and spoken English.
Strong troubleshooting, problem-solving, documentation, and customer communication skills.
A high level of ownership, curiosity, follow-through, and comfort collaborating across teams.
Bachelor’s degree in a related field.
Helpful, But Not Required
Zendesk experience.
Azure DevOps or another issue and defect tracking system.
Experience supporting configurable or customized enterprise applications.
Knowledge-base creation, post-go-live support, root-cause analysis, or module-specialist experience.
Windows and Microsoft 365 familiarity.
What To Expect
A structured ramp focused on company, product, tools, customer support processes, and hands-on learning.
Collaboration with colleagues across Customer Support, Development, and Projects.
The opportunity to build deeper product expertise as the EMEA customer base grows.

Work arrangement
Yes