Second‑Line Support (Full Remote, Europe)

Metapic

Metapic is a SaaS platform that helps creators and brands collaborate with transparency, measurable impact, and performance insights. We enable online stores to track, understand, and optimize creator‑driven campaigns — and we’re active in most European markets with local teams and long‑term partnerships.

We’re now expanding our technical support capacity and are looking for an experienced Second‑Line Support Specialist to join our fully remote team. (Please ignore any office location references — this role is fully remote.)

Role overview

As a Second‑Line Support Specialist, you are the escalation point for complex technical issues that require deeper investigation, cross-team coordination, and strong analytical thinking. You will collaborate closely with Support, Product, and Engineering.

Main Responsibilities

As a Second‑Line Support Specialist, you are the escalation point for complex technical issues that require deeper investigation, cross-team coordination, and strong analytical thinking. You will collaborate closely with Support, Product, and Engineering.

Take full responsibility for escalated support cases — from first contact to final resolution
Communicate clearly and proactively with customers, even on complex or unclear issues
Troubleshoot across systems, APIs, logs, and External services.
Work closely with the product team to push issues forward and suggest improvements
Continuously document solutions and expand the knowledge base
Improve workflows, raise bugs, challenge the status quo, and help us evolve support
Drive root‑cause analysis and help prevent issues from recurring

Your profile

Requirements

Have worked with technical support before and have had direct communication with customers.
Excellent written and spoken English, and the ability to communicate well.
Good skill for troubleshooting problems
Good understanding of SQL

Bonus points

Experience working in a full remote environment.
Worked with affiliate marketing before.
Excited about influencer marketing.

About us

Are you passionate about creativity, technology, and creator marketing? At Metapic, we’re transforming how over 100,000 creators and 2,000 brands connect, driving authentic collaborations that inspire millions of purchases across Europe. With 8 offices and a dynamic, innovative team, we thrive on ambition and teamwork. Join us to make an impact, grow with a fast-moving company, and shape the future of social commerce!