As a part of Vinted’s Member Support team, the Tech Issues and Incidents Management Specialist plays a key role in resolving technical issues for members and managing the impact of incidents. Responsibilities include troubleshooting product-related issues, ensuring high-quality handling of incident tickets, and testing new features. This position requires close collaboration with vendor and product teams to identify and resolve technical challenges. 

This role is about enhancing member support operations by analyzing problems, identifying trends, and developing solutions to reduce recurring technical issues, ensuring minimal impact on our members.

• Take ownership of delivering high-quality support for technical issues affecting our members.
• Monitor incidents impacting members, establish clear member support guidelines and communication, perform root cause analysis to reduce and prevent impact. 
• Escalate incidents and technical problems following established procedures and escalation policies to stakeholders. 
• Support our mission to deliver outstanding member support by driving process improvements and operational excellence.
• Provide technical assistance during various internal projects and initiatives.
• Keep internal documentation and knowledge bases updated with details about app releases, technical issues, and incident management processes.

• Proven experience in customer support, technical support, or a related field.
• An efficient problem-solver and decision-maker who pays attention to detail and is interested in Product, UX fields.
• Analytical mindset, great stakeholder management skills.  
• Good time management and prioritization abilities, with a strong sense of ownership and accountability.
• Highly motivated individual, with a positive and pro-active mindset, and willingness to make changes to improve operational efficiency through process and procedure.
• Team work-oriented, capable of building strong relationships with colleagues and striving to achieve common goals.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Comfortable with working flexibly on a shift-based schedule (one weekend shift every 6 weeks should be expected).
• Excellent written and spoken English communication skills.

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Newest MacBook models
• Free access to an office gym
• Mental and emotional health support through the Mindletic app
• Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture
• Private health insurance
• On-site canteen serving delicious homemade food at friendly prices
• Frequent team-building events
• A personal monthly budget for shopping on Vinted
• The opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workation
• A dog-friendly office

Individual Learning Budget

We invest in your professional growth! As part of our commitment to continuous learning, we offer an annual learning budget to support your personal and career development through courses, certifications, workshops and more.

Hybrid Work 

We’ve adopted a hybrid workplace model where 2 days in office are recommended but not enforced. It’s up to you and your team to decide on the exact days you’ll spend working together in person.

Equal Opportunity

The Vinted Group is committed to building an inclusive workplace where people from all walks of life feel a sense of belonging. We welcome applications from people of all backgrounds, identities and life experiences. At Vinted, all applicants are treated fairly without regard to their race, age, religion or belief, sex, national origin, citizenship, gender identity, sexual orientation, disability, or any other protected characteristic.

The salary range for this position is € 2,358 - € 3,192 gross per month.