Technical support specialist
Tallinn, Estonia — hybrid · Starting ASAP
Feelingstream provides conversation analytics for large contact centres. Our platform turns customer conversations — phone calls, chats, emails, and feedback — into clear insight using multilingual speech-to-text, analytics, and automation.
Our customers include banks, telecom companies, utilities, transportation providers, and insurance companies across Scandinavia and the Baltics.
Data security sits at the core of our operations. Feelingstream is ISO 27001 certified, and we are preparing for the EU AI Act — our product is being developed to meet the high-risk AI requirements expected in 2026.
Our customers rely on the platform for day-to-day visibility into customer conversations. As we grow and support more enterprise deployments, we need a dedicated technical support specialist who can keep systems stable, resolve issues quickly, and ensure customer-facing teams have the technical help they need.
You will help us handle technical requests from customers and internal teams, keep configurations under control across multiple environments, and improve the way we manage incidents, access, and deployments.
What you will do
- Provide technical support for enterprise customers (tickets, troubleshooting, follow-up, and clear communication).
- Support internal IT service tasks where needed (accounts, access, endpoint issues, tooling).
- Track and maintain technical configurations across multiple customer installations (documentation and change control).
- Monitor services and react to incidents, including escalation to engineering and infrastructure when needed.
- Coordinate with Account Management, Onboarding, Customer Success, Product Owners, and Development teams to keep issues moving.
- Improve support routines (runbooks, checklists, incident templates, and Jira workflows).
- Support release and deployment routines with practical checks and clean handovers.
What we are looking for
- Experience in technical support or systems administration in a business environment.
- Working knowledge of Linux and Windows environments.
- Understanding of basic networking concepts (DNS, VPN, firewalls, certificates) and troubleshooting steps.
- Familiarity with monitoring and log analysis tools (or strong interest in learning).
- Comfortable documenting work, managing Jira tickets, and writing clear updates for non-technical users.
- Calm, organised, and practical under pressure.
- Capable of handling Python scripts and code.
- Strong interest in Large Language Models (LLMs) and modern AI-assisted coding practices.
- Fluent in English.
Nice to have
- Experience supporting B2B SaaS products or enterprise deployments.
- Experience with containerised environments (Docker) or cloud services (AWS/Azure/GCP).
- Experience with ITIL-style incident/change processes.
- Experience with customer integrations (SSO/SAML, APIs, webhooks).
- Any Scandinavian language (Finnish, Swedish, Norwegian, Danish).
What Feelingstream can offer
- Structured onboarding and training.
- Tallinn-based office with hybrid work.
- Focus on outcomes and delivery, not time spent online.
- Work that is directly linked to customer outcomes in large organisations.
- Opportunity to grow into product analytics and regulated AI delivery.
How to apply
Send your CV and salary expectations. If you can, include 2–3 short examples of technical issues you have handled end-to-end (what happened, how you investigated it, what fixed it, and what you changed to prevent repeats).
For more information, contact Head of Technology, Lauri Ilison: lauri.ilison@feelingstream.ai. We will fill the role as soon as we find the right person.
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