Technical Customer Support Specialist

<p>Heads is a deep-tech company on a mission to build the world's most loved enterprise software platform. We operate in a very challenging domain, with high data volume (billions of records annually), stringent correctness requirements, and complex business logic.</p><p>To tackle these challenges, we have developed our own vertically integrated software stack, the culmination of more than a decade of research. It includes a bespoke database system based on a novel, patent-pending paradigm, an ambitious foundational ontology that models the real-world concepts and processes relevant to our customers, and a flexible frontend stack that lets us mix technologies like React, Vue, and Web Components seamlessly.</p><p>Think of our platform as Minecraft for enterprise applications: a dynamic environment where functionality can be freely added, removed, and modified at runtime. We built this architecture in anticipation of AI, and now it's woven into every level: natural language querying, workflow automation, and real-time collaborative application development.</p><p>We are no startup riding the latest hype cycle. We're a mature business making real revenue with real customers - Gekås Ullared (the world's largest retail store), Telenor, Dollarstore, and Sportson counted among them. Our software powers everything from POS and e-commerce to purchasing and inventory management.</p><p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">As a Technical Customer Support Specialist at Heads, you will be an essential part of our Customer Success team and report directly to the COO. Your mission is to secure stable operations for our customers while actively driving automation, workflow optimization, and continuous improvement across our environments and processes.<br>You will leverage modern AI-powered tools - including Codex, Claude Code, API integrations, and intelligent automation - to deliver faster, smarter, and more scalable customer support.</p><p><strong>Your key responsibilities will include:</strong></p><p><strong>Customer Support & Issue Resolution</strong></p><ul class="[li_&]:mb-0 [li_&]:mt-1.5 [li_&]:gap-1.5 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-2 pl-8 mb-3"><li class="whitespace-normal break-words pl-2"><p>Serve as the technical escalation point for complex hardware, software, and integration issues</p></li><li class="whitespace-normal break-words pl-2"><p>Troubleshoot POS systems, e-commerce integrations, and inventory management platforms</p></li><li class="whitespace-normal break-words pl-2"><p>Diagnose and resolve connectivity, API, and data synchronization problems</p></li><li class="whitespace-normal break-words pl-2"><p>Use AI coding assistants (e.g., Claude Code) to accelerate log analysis, script generation, and root-cause investigation</p></li></ul><p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>Environment Monitoring & Maintenance</strong></p><ul class="[li_&]:mb-0 [li_&]:mt-1.5 [li_&]:gap-1.5 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-2 pl-8 mb-3"><li class="whitespace-normal break-words pl-2"><p>Improving systems for monitoring customer environments for performance issues and early warning signs</p></li><li class="whitespace-normal break-words pl-2"><p>Plan and execute system upgrades with minimal customer disruption</p></li><li class="whitespace-normal break-words pl-2"><p>Validate deployments and ensure rollback procedures are in place</p></li><li class="whitespace-normal break-words pl-2"><p>Document patterns and recurring issues to inform preventive improvements</p></li></ul><p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>Automation & Process Improvement </strong></p><ul class="[li_&]:mb-0 [li_&]:mt-1.5 [li_&]:gap-1.5 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-2 pl-8 mb-3"><li class="whitespace-normal break-words pl-2"><p>Identify repetitive workflows and automate them using scripting and AI tools</p></li><li class="whitespace-normal break-words pl-2"><p>Improve internal support processes - reduce friction, strengthen documentation, optimize tooling</p></li><li class="whitespace-normal break-words pl-2"><p>Contribute to a culture of continuous improvement within the Customer Success team</p></li></ul><p><strong>Required Qualifications:</strong></p><ul class="[li_&]:mb-0 [li_&]:mt-1.5 [li_&]:gap-1.5 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-2 pl-8 mb-3"><li class="whitespace-normal break-words pl-2"><p>Bachelor's degree in Computer Science, IT, or related field - or equivalent hands-on experience</p></li><li class="whitespace-normal break-words pl-2"><p>2+ years as a System Administrator or in a similar technical operations role</p></li><li class="whitespace-normal break-words pl-2"><p>Solid troubleshooting skills across operating systems, networks, integrations and software</p></li><li class="whitespace-normal break-words pl-2"><p>Proficiency in scripting (PowerShell, Bash, or Python)</p></li><li class="whitespace-normal break-words pl-2"><p>Comfortable working with REST APIs, JSON, and integrating systems</p></li><li class="whitespace-normal break-words pl-2"><p>Willingness to use AI-powered tools (e.g., Claude Code, Codex) to enhance productivity</p></li><li class="whitespace-normal break-words pl-2"><p>Familiarity with relational databases (basic SQL)</p></li><li class="whitespace-normal break-words pl-2"><p>Fluent in Swedish and English</p></li></ul><p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>Preferred qualifications:</strong></p><ul class="[li_&]:mb-0 [li_&]:mt-1.5 [li_&]:gap-1.5 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-2 pl-8 mb-3"><li class="whitespace-normal break-words pl-2"><p>Background in retail, commerce, or POS systems</p></li><li class="whitespace-normal break-words pl-2"><p>Experience with retail hardware (scanners, receipt printers, payment terminals)</p></li><li class="whitespace-normal break-words pl-2"><p>Experience with JIRA or similar ticketing systems</p></li><li class="whitespace-normal break-words pl-2"><p>Familiarity with continuous improvement frameworks (Lean, ITIL, etc.)</p></li><li class="whitespace-normal break-words pl-2"><p>Exposure to Linux/Unix environments, NGINX, or containerized deployments</p></li></ul><p><strong>Who are you?</strong></p><ul><li><p>A customer-oriented mindset combined with strong technical problem-solving capabilities.</p></li><li><p>Ability to break down and resolve complex technical issues, with a structured and analytical approach grounded in systems thinking.</p></li><li><p>High execution capacity with the ability to manage multiple operational and technical tasks, prioritize effectively, and drive improvements to completion.</p></li><li><p>Innovative, open and curious, with a strong drive to automate, optimize and continuously refine workflows and tooling.</p></li><li><p>Genuine interest in technology, automation and scalable operational solutions.</p></li></ul><p><strong>Sound like fun? Apply today!</strong></p><p><strong>Other information:</strong></p><p>START: A per agreement <br>LOCATION: Stockholm, hybrid <br>EMPLOYMENT: Salary, benefits and further details are discussed separately.</p>