Developer Support Subject Matter Expert

Position: Developer Support Subject Matter Expert

Location: Lisbon, Portugal

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Deliver training sessions on common inquiries and effective use of internal tools and knowledge resources.
• Apply advanced problem-solving skills to identify and report issues, collaborate with cross-functional teams to resolve complex or escalated cases.
• Review, edit, and maintain data and documentation to ensure accuracy and readiness for publication.
• Handle and resolve escalated concerns or appeals related to product or service decisions.
• Break down complex topics into clear, concise summaries for communication via email, support systems, or chat platforms.
• Conduct detailed research with strong comprehension and accuracy while managing multiple tasks and making informed decisions.
• Communicate effectively with a deep understanding of policies and a customer-first mindset, demonstrating empathy and professionalism.

REQUIREMENTS:

• Native or fluent in Turkish (C1 level), with strong proficiency in both written and spoken communication, as well as English fluency (B2).
• 12 years of experience in a technical support, customer service, or user engagement role.
• Bachelor's degree or equivalent practical experience
• Proven ability to communicate effectively in writing and support customer-facing interactions.
• Strong analytical and troubleshooting skills with a proactive, solution-oriented approach.
• Familiarity with technical platforms, tools, or policies relevant to the role.
• Excellent verbal and written communication abilities.
• Ability to succeed in a dynamic environment with shifting priorities and tight deadlines.
• Works well in team settings and across functions to achieve shared goals.
• Skilled in managing multiple tasks, priorities, and communication channels efficiently.
• Demonstrates understanding of user or client perspectives and delivers thoughtful, supportive solutions.

OFFER:

• Portuguese employment contract
• If you are working on a Portuguese public holiday, you will get a compensation day that you can spend later
• Holiday entitlement with 22 days per year
• 40 Hours per week (8 hours per day with an additional lunch break hour) on
  a rotational shift pattern, Monday to Friday from 7AM-7PM
• Be part of a dynamic multilingual, multicultural and creative team with a positive and friendly atmosphere
• Guidance and tools to reach career potential
• Accommodation in a single room in one of the shared company apartments for international candidates
  
• Free Portuguese classes, water sports activities, soft trekking and much more