Technical Support Specialist

About the role

Join Aquablu as a Technical Support Specialist, responsible for the technical reality of our REFILL+ hydration systems across 16 countries. You will act as the escalation point for complex hardware, firmware, and connectivity issues, working closely with customers, partners, and field technicians.

Key responsibilities

• Serve as the technical escalation point for hardware, firmware, and telemetry cases.
• Enable and train partner technicians, diagnosing issues alongside dealer and reseller field teams.
• Monitor AURA telemetry triggers, distinguishing real problems from noise.
• Plan and schedule on‑site engineer visits when remote diagnosis is insufficient.
• Log every failure with detailed data to support preventive maintenance.
• Maintain and update decision trees, error‑code libraries, knowledge bases, and training content.
• Collaborate with the AI team to build and improve automation tooling and trigger pipelines.

Required profile

• 2+ years of technical support experience with physical products, comfortable with hardware, pressure, flow, sensors, and firmware.
• Structured troubleshooting approach using decision trees and telemetry analysis.
• Fluent English communication for international colleagues and partners.
• Ability to teach and document, creating knowledge bases and training material.
• Proficient with AI tools, building repeatable workflows and validating outputs.

Required skills

• IoT
• Telemetry analysis
• SQL
• AI tools
• Hardware troubleshooting
• Firmware knowledge

What we offer

• Salary range €40‑55k per year (incl. 8% holiday allowance).
• 26 paid holiday days and pension plan.
• Equity through Aquablu for All plan.
• Discounted healthy lunches, flavored water, and sports club membership.
• Travel compensation for commutes over 10 km and corporate benefits platform.