Customer Support Agent- IT

Sumup

CUSTOMER SUPPORT AGENT — ENGLISH MARKET  Location: On-site in our vibrant Barcelona HQ At SumUp, we’re on a mission to empower small businesses around the world — helping them get paid, run their business, and thrive. We believe that everyone should be able to build a business they love, and we’re creating simple, intuitive tools that make that possible. As part of our international Customer Support Team, you’ll be the voice of SumUp for our English speaking merchants, helping entrepreneurs solve problems, grow their businesses, and make their lives a little easier every day. This is more than a support role — it’s an opportunity to make a real impact, develop your skills in fintech and customer experience, and grow within one of Europe’s most dynamic tech companies.   💡 WHAT YOU’LL DO * Be the first point of contact for our UK merchants — helping them succeed with empathy, patience, and a problem-solving mindset. * Manage, prioritize, and resolve customer requests efficiently through calls, emails, and chats. * Deliver a best-in-class customer experience across a range of topics (Banking, Invoicing, CNP, and more). * Collaborate closely with internal teams to ensure smooth resolutions and constant process improvement. * Continuously learn about our products and services to provide accurate, up-to-date support. 🌟 YOU’LL THRIVE IN THIS ROLE IF YOU ARE... * Native English — communication is your superpower. * Passionate about helping people and solving problems. * Curious and eager to learn — whether it’s new tools, fintech trends, or customer engagement strategies. * Comfortable working in a fast-paced, international environment where every day brings something new. * Excited to join an office-first culture in Barcelona, where collaboration and growth go hand in hand. * Flexible with a rotating schedule and open to new challenges.   💼 WHY YOU SHOULD JOIN SUMUP At SumUp, you’ll be part of a company that’s growing fast — and so will you. We’ll give you the tools, training, and community to build your career in tech and customer experience from day one. Here’s what we offer: * 🌎 Work with talented SumUppers across the globe on fintech products used by millions of businesses worldwide. * 📚 A dedicated €2,000 annual learning & development budget — invest in courses, conferences, or certifications that excite you. * 🌈 A culture that celebrates diversity, inclusion, and belonging — we want you to bring your whole self to work. * 🥗 Meal vouchers and perks to make your everyday life easier. * 🔄 30-day sabbatical after 3 years at SumUp — time to recharge, travel, or pursue a personal goal. * 💸 Referral bonuses — bring great people with you on the journey!   🚀 READY TO MAKE AN IMPACT? If you’re looking for a role where you can grow, learn, and help small businesses succeed — we’d love to hear from you. Join us, and let’s shape the future of fintech together. 💙   About SumUp We believe in the everyday hero. Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love.  SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. SumUp will not accept unsolicited resumes from any source other than directly from a candidate. Job Application Tip We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.

Sumup

CUSTOMER SUPPORT AGENT — GERMAN MARKET  Location: On-site in our vibrant Barcelona HQ   At SumUp, we’re on a mission to empower small businesses around the world — helping them get paid, run their business, and thrive. We believe that everyone should be able to build a business they love, and we’re creating simple, intuitive tools that make that possible. As part of our international Customer Support Team, you’ll be the voice of SumUp for our German speaking merchants, helping entrepreneurs solve problems, grow their businesses, and make their lives a little easier every day. This is more than a support role — it’s an opportunity to make a real impact, develop your skills in fintech and customer experience, and grow within one of Europe’s most dynamic tech companies.   💡 WHAT YOU’LL DO * Be the first point of contact for our German merchants — helping them succeed with empathy, patience, and a problem-solving mindset. * Manage, prioritize, and resolve customer requests efficiently through calls, emails, and chats. * Deliver a best-in-class customer experience across a range of topics (Banking, Invoicing, CNP, and more). * Collaborate closely with internal teams to ensure smooth resolutions and constant process improvement. * Continuously learn about our products and services to provide accurate, up-to-date support. 🌟 YOU’LL THRIVE IN THIS ROLE IF YOU ARE... * Fluent in German and English (C1 or above) — communication is your superpower. * Passionate about helping people and solving problems. * Curious and eager to learn — whether it’s new tools, fintech trends, or customer engagement strategies. * Comfortable working in a fast-paced, international environment where every day brings something new. * Excited to join an office-first culture in Barcelona, where collaboration and growth go hand in hand. * Flexible with a rotating schedule and open to new challenges.   💼 WHY YOU SHOULD JOIN SUMUP At SumUp, you’ll be part of a company that’s growing fast — and so will you. We’ll give you the tools, training, and community to build your career in tech and customer experience from day one. Here’s what we offer: * 🌎 Work with talented SumUppers across the globe on fintech products used by millions of businesses worldwide. * 📚 A dedicated €2,000 annual learning & development budget — invest in courses, conferences, or certifications that excite you. * 🌈 A culture that celebrates diversity, inclusion, and belonging — we want you to bring your whole self to work. * 🥗 Meal vouchers and perks to make your everyday life easier. * 🔄 30-day sabbatical after 3 years at SumUp — time to recharge, travel, or pursue a personal goal. * 💸 Referral bonuses — bring great people with you on the journey!   🚀 READY TO MAKE AN IMPACT? If you’re looking for a role where you can grow, learn, and help small businesses succeed — we’d love to hear from you. Join us, and let’s shape the future of fintech together. 💙   About SumUp We believe in the everyday hero. Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love.  SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. SumUp will not accept unsolicited resumes from any source other than directly from a candidate. Job Application Tip We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.

Elastic

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI. What is the Role We are actively seeking a Customer Architect with an understanding of technology and hands-on experience in key IT domains, notably Observability, Cybersecurity, and Enterprise Search. You should possess a strong technical background, preferably with experience in cloud-based software solutions.  We value individuals who are passionate about staying at the forefront of technology trends with a growth mindset and excited to learn and implement new technologies. While previous experience with Elastic solutions is not a prerequisite, an eagerness to adopt our suite of solutions and apply them effectively to solve our customers' challenges is critical. This key role involves not only driving the consumption of our Elastic solutions by aligning them with customer business objectives but also onboarding customers, securing adoption, and facilitating expansion.  As a Customer Architect, you will be the Trusted Technical Advisor, working in tandem with the customer and complementary groups like Field and Services Teams to ensure that Elastic solutions are exceeding customer’s expectations. . Your technical expertise, eye for business, and ability to deliver value will accelerate and improve the customer experience leading to customer continued satisfaction and expansion within the elastic portfolio.  In your role, a crucial part of your responsibility is defining and communicating the technical success criteria for our customers. This involves crafting detailed Technical Success Plans tailored to the specific customers goals and critical metrics. The Technical Success Plans act as a roadmap, outlining the optimal consumption and deployment of Elastic solutions in the customer's environment. They detail the necessary steps for implementation, highlight achievements for successful consumption or expansion, and provide and effectiveness aligned to the customer’s business goals. By actioning this plan , you will be seen as the trusted advisor, guiding the customer towards achieving their desired outcomes, thereby ensuring their success and satisfaction. From providing technical guidance and sharing standard methodologies to aligning technical objectives with the customers' business goals, your work is instrumental in facilitating smooth adoption, sustained usage, and increased consumption of our solutions. This hands-on role requires you to be proactive, with a keen understanding of our customers' technical landscape and a commitment to making their journey with Elastic solutions successful and valuable. Your chief aim will be to ensure the customer derives significant value, eliminate technical frictions, and propel the uptake and application of Elastic solutions, with the ultimate goal of growing annual recurring revenue (ARR). What Will You Be Doing * Collaborate closely with the account team, including the Account Executive and the Solutions Architect (Pre-sales engineer), to provide ongoing technical coverage and support, while the account team focuses on identifying new deals. * Define the technical success plan for each customer, outlining the optimal use of Elastic solutions to achieve their business objectives. * Ensure a successful technical customer journey, from onboarding to adoption, while continuously driving the consumption of Elastic solutions. * Understand and articulate the value proposition of Elastic solutions and align them with the customer's business goals. * Work closely with customers to identify and eliminate technical frictions, promoting a smoother adoption and implementation of Elastic solutions. * Liaise between customers and support, as necessary, to ensure an optimized support resolution experience smoothing the adoption curve for the customer. * As a hands-on technical authority, collaborate with the Service Team to deliver personalized, frictionless solutions that meet the unique needs of each customer. * Develop a comprehensive understanding of the customer's business needs and translate these into technical requirements for Elastic solutions. * Find opportunities for expansion, at which point the account team takes over to expand the subscription, aiming to grow annual recurring revenue (ARR). * Foster ongoing customer relationships, ensuring that customers continue to increase their utilization of Elastic solutions, further driving ARR. * Continuously review and assess customer consumption of Elastic solutions, proactively suggesting upgrades and enhancements that increase value and drive further consumption. * The nature of the work that you will be doing will require a high percentage of work onsite with customers, and you should be expected to travel as a result of this requirement   What You Bring * Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field highly preferred. * Fluency in English is required for this role.  * Validated experience in a similar role such as Solutions Architect, Technical Consultant, or Pre-sales Engineer, with hands-on experience with Elastic solutions or equivalent technologies. * Experienced with one or more Elastic solutions (Observability, Security, Enterprise Search) or the Elastic stack (Elasticsearch, Logstash, Kibana) and how to align them with business objectives is a plus.  * Excellent communication and presentation skills. * Strong social skills, with the ability to establish relationships with customers and team members. * Demonstrated problem-solving skills, with a track record of delivering innovative solutions. * Ability to lead multiple projects simultaneously and meet deadlines.   #LI-PF1 ADDITIONAL INFORMATION - WE TAKE CARE OF OUR PEOPLE As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do. We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do. * Competitive pay based on the work you do here and not your previous salary * Health coverage for you and your family in many locations * Ability to craft your calendar with flexible locations and schedules for many roles * Generous number of vacation days each year * Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service * Up to 40 hours each year to use toward volunteer projects you love * Embracing parenthood with minimum of 16 weeks of parental leave Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation. We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co. We will reply to your request within 24 business hours of submission. Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster) Elasticsearch develops and distributes technology and information that is subject to U.S. and other countries’ export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Syria, or Russia, including the Ukrainian territories annexed by Russia (The Crimea region of Ukraine, The Donetsk People's Republic (DNR), The Luhansk People's Republic (LNR), Kherson or Zaporizhzhia). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic. Please see here for our Privacy Statement.