Technical Customer Support Specialist

Heads is a deep-tech company on a mission to build the world's most loved enterprise software platform. We operate in a very challenging domain, with high data volume (billions of records annually), stringent correctness requirements, and complex business logic.

To tackle these challenges, we have developed our own vertically integrated software stack, the culmination of more than a decade of research. It includes a bespoke database system based on a novel, patent-pending paradigm, an ambitious foundational ontology that models the real-world concepts and processes relevant to our customers, and a flexible frontend stack that lets us mix technologies like React, Vue, and Web Components seamlessly.

Think of our platform as Minecraft for enterprise applications: a dynamic environment where functionality can be freely added, removed, and modified at runtime. We built this architecture in anticipation of AI, and now it's woven into every level: natural language querying, workflow automation, and real-time collaborative application development.

We are no startup riding the latest hype cycle. We're a mature business making real revenue with real customers - Gekås Ullared (the world's largest retail store), Telenor, Dollarstore, and Sportson counted among them. Our software powers everything from POS and e-commerce to purchasing and inventory management.

As a Technical Customer Support Specialist at Heads, you will be an essential part of our Customer Success team and report directly to the COO. Your mission is to secure stable operations for our customers while actively driving automation, workflow optimization, and continuous improvement across our environments and processes.
You will leverage modern AI-powered tools - including Codex, Claude Code, API integrations, and intelligent automation - to deliver faster, smarter, and more scalable customer support.

Your key responsibilities will include:

Customer Support & Issue Resolution

• Serve as the technical escalation point for complex hardware, software, and integration issues

• Troubleshoot POS systems, e-commerce integrations, and inventory management platforms

• Diagnose and resolve connectivity, API, and data synchronization problems

• Use AI coding assistants (e.g., Claude Code) to accelerate log analysis, script generation, and root-cause investigation

Environment Monitoring & Maintenance

• Improving systems for monitoring customer environments for performance issues and early warning signs

• Plan and execute system upgrades with minimal customer disruption

• Validate deployments and ensure rollback procedures are in place

• Document patterns and recurring issues to inform preventive improvements

Automation & Process Improvement 

• Identify repetitive workflows and automate them using scripting and AI tools

• Improve internal support processes - reduce friction, strengthen documentation, optimize tooling

• Contribute to a culture of continuous improvement within the Customer Success team

Required Qualifications:

• Bachelor's degree in Computer Science, IT, or related field - or equivalent hands-on experience

• 2+ years as a System Administrator or in a similar technical operations role

• Solid troubleshooting skills across operating systems, networks, integrations and software

• Proficiency in scripting (PowerShell, Bash, or Python)

• Comfortable working with REST APIs, JSON, and integrating systems

• Willingness to use AI-powered tools (e.g., Claude Code, Codex) to enhance productivity

• Familiarity with relational databases (basic SQL)

• Fluent in Swedish and English

Preferred qualifications:

• Background in retail, commerce, or POS systems

• Experience with retail hardware (scanners, receipt printers, payment terminals)

• Experience with JIRA or similar ticketing systems

• Familiarity with continuous improvement frameworks (Lean, ITIL, etc.)

• Exposure to Linux/Unix environments, NGINX, or containerized deployments

Who are you?

• A customer-oriented mindset combined with strong technical problem-solving capabilities.

• Ability to break down and resolve complex technical issues, with a structured and analytical approach grounded in systems thinking.

• High execution capacity with the ability to manage multiple operational and technical tasks, prioritize effectively, and drive improvements to completion.

• Innovative, open and curious, with a strong drive to automate, optimize and continuously refine workflows and tooling.

• Genuine interest in technology, automation and scalable operational solutions.

Sound like fun? Apply today!

Other information:

START: A per agreement
LOCATION: Stockholm, hybrid
EMPLOYMENT: Salary, benefits and further details are discussed separately.