The Nym team is a world-class mix of privacy experts, engineers, and thinkers spread across Europe. We believe that user privacy underpins democratic freedoms in a networked world, and we're proud to help roll back the surveillance society.
Nym has launched its flagship B2C product, NymVPN, and seeks a dynamic Technical Customer Support Specialist to assist in making Nym's customer support truly world-class. This role is key to establishing trust amongst users, focusing on innovative CX strategies and effective customer retention.
In your first month, you might:
* Dive deep into Nym’s VPN product, understanding its architecture and privacy features.
* Handle first-line debugging, identifying and resolving low-level technical issues.
* Provide empathetic, high-quality customer support, ensuring users feel heard and valued.
* Write and refine support documentation to help users troubleshoot independently.
* Work closely with engineering to escalate complex technical issues.
* Engage with the Nym community, advocating for privacy and decentralised tech.
Key Responsibilities
* Provide responsive, top-tier support for Nym’s VPN users via Zendesk and other channels.
* Troubleshoot and resolve technical issues, including basic debugging.
* Act as the bridge between users and engineers, ensuring efficient issue resolution.
* Maintain and improve our knowledge base and support docs.
* Optimize Zendesk workflows, macros, and automation to improve response times.
* Help shape support processes, ensuring smooth operations in a small, agile team.
* Advocate for privacy, security, and decentralised technology in every interaction.
* Stay up-to-date on Nym’s technology and updates to proactively assist users.
Key Experience
* Hands-on experience with Zendesk and JIRA—you know how to manage tickets efficiently.
* A technical mindset—you can diagnose issues, read logs, and do basic debugging.
* Passion for privacy, security, and decentralised tech.
* Exceptional empathy and communication skills—you love helping people.
* Ability to work independently in a small team with minimal supervision.
* Prior experience in technical support, customer service, or a related role.
* Strong troubleshooting skills in VPNs, networking, and privacy tools.
* Comfort working in a fast-moving startup environment.
Bonus Points
* Familiarity with Linux, macOS, Windows networking, and VPN protocols.
* Experience working in Web3, blockchain, or open-source projects.
* Ability to contribute to automated support solutions (chatbots, FAQs, etc.).
What We Offer You:
* A diverse, global team of 50+, interested in learning and solving problems together.
* 6 Weeks annual leave plus national holidays.
* Yearly learning and development allowance.
* IT hardware package tailored to your role.
* Remote working (with a bias towards being able to do in-person meetups periodically).
* A competitive salary.
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