Tech Support Specialist at Alva Labs

Intro

Alva Labs seeks a Unicorn who is equally tech-savvy and service-minded! 🦄

Hey there, tech enthusiast! 🌟 Are you the one all your friends turn to when their tech stuff just won’t work? Do you love the challenge of making complex tech systems play nicely together? Do you love the feeling when someone is grateful for your help? Then you might just be the person we’re looking for at Alva Labs!

Here at Alva Labs, we’re not just another tech company—we’re transforming the hiring landscape with our unique candidate assessment platform. Our secret sauce? A blend of cutting-edge data science, innovative tech, and a sprinkle of human ingenuity. And we need someone like you—who’s great with tech, skilled in finding solutions, and eager to help our customers succeed.

Why is this role cooler than your average tech gig? You’ll be:

• The Tech Expert: You’ll be the go-to person for everything technical for all our customers and our customer-facing teams.
• Our Customers' Hero: You’ll make complex technical issues easy to understand and resolve for people who are everything but technical.
• Hero by Day, Coder by Night: You’ll work closely with our engineering teams, solving issues together and helping them stay focused on building even greater products.

At Alva Labs, you’ll join a dedicated team passionate about technology and customer success. You will have room to grow—consider it leveling up in your career journey!

Ready to make an impact? We’re excited to meet you!

The Role

There are two areas of responsibility for this role:

1) Tech Onboarding of New Customers

As a Tech Support Engineer, one important responsibility will be to ensure seamless tech integration and setup for new customers. This includes:

• Software Integration: Facilitate the connection between our customers' Applicant Tracking Systems (ATS) and the Alva platform within the first week of their start date. You will navigate and resolve roadblocks, many of which may reside outside of Alva's systems, taking full ownership to ensure a smooth setup.
• Documentation and Guides: Maintain and improve our documentation and getting started guides for ATS connections. Your goal is to make these resources so effective that customers can often set up their systems independently, with minimal follow-up from you.
• Technical Challenges: Address and resolve various technical issues that arise during onboarding, including Single Sign-On (SSO) setups and other tech configuration needs.

2) Ongoing Tech Support for Customers

As the go-to tech expert, you will handle complex and technical support tickets, primarily focusing on ATS integrations and our Coding Test product:

• Customer Support: Provide fast, relevant, and expert technical support to customers, diagnosing and solving issues efficiently.
• Troubleshooting: Collaborate with customers and potentially ATS tech support teams to deeply troubleshoot issues, ensuring only valid incidents and bugs are escalated to our engineering team. This helps conserve engineering resources for feature development.
• General Product Knowledge: Develop a thorough understanding of our product and its value to customers. This knowledge will enable you to support non-technical colleagues during their absences, such as vacation periods.

Reporting Structure and Career Growth

• Reporting: This role will report to the Head of Customer Support.
• Collaboration: Work closely with the engineering teams to ensure effective troubleshooting and resolution of technical issues. Work closely with the CS team to ensure a great onboarding experience.
• Career Path: There are many opportunities for growth within Alva from this role. Obviously within the support team, but other opportunities may include an engineering role if the candidate has an aspiration and relevant background in software engineering or a customer success role if the candidate wants to move more into the domain of recruitment and value generation for our customers.

You

• Service-mindedness: Demonstrate exceptional service and support qualities, including empathy, attentiveness, professionalism, and a genuine desire to help. You strive to exceed customer expectations and enhance their overall experience.
• Project Management Skills: Organized, outcome-oriented, and effective at problem-solving. Able to drive projects to completion and manage multiple stakeholders.
• Technical Skills
  • While having a degree in computer science (or related) is not a mandatory requirement, we do expect that you have excellent and proven ability to do things like:
    • Troubleshooting technical issues by analyzing system logs and interpreting technical documentation.
    • Performing simple tasks related to database management, such as executing simple SQL queries.
    • Basic understanding of version control systems such as Git (e.g., can work with commits, branches, and Pull Requests).
    • Beneficial: Ability to read Python/NodeJS code, write simple scripts, and have a high-level understanding of software engineering architecture principles.
• Flexibility and Collaboration: Ability to work collaboratively across teams and adapt to a variety of technical challenges. Enthusiastic about learning and bridging gaps between technical and non-technical teams.
• Customer Interaction Skills: Comfortable with direct interaction with customers, including running onboarding sessions and handling support tickets.
• Language Skills: Fluent in Swedish and English is a requirement for this position. 

What We Offer

At Alva, you will get to work with truly talented people on our mission to create a more fair and efficient job market. The problem we are solving is not only interesting and engaging, but it is also an area that deserves and needs attention. We have the opportunity to impact millions of candidates' lives by helping organizations and candidates find the right match.

As a company, we have high ambitions and are eager to create value for our customers and candidates. To achieve our goals, we hold each other to high standards. In order to enjoy and thrive here, we believe it is important that your values align with ours. Please take the time to read more about those → here ←.

We offer an individual compensation and benefits package, where you can adjust the setup based on your personal preferences, with the starting point being a base salary above average, 30 days of vacation, pension, and a few other neat perks.

We offer a flexible working setup where we spend at least 3 days at our office in central Stockholm per week.

Buckle up—it’s going to be quite a ride! 🚀

The Hiring Process

At Alva, given what we do, we’re not shy to eat our own dog food 😀🥣🐶. We follow our science-based best practices, and you'll have the opportunity to experience our product firsthand as a candidate in this process.

This hiring process will include the following elements:

• Application with screening questions.
• Screening with Alva’s psychometric tests.
• First interview (focusing on who you are) with HR. 
• Second interview with Hiring Manager (focusing on what you know).
• Case exercise (focusing on how you would do the work).
• Background check (yes, we do take security seriously).
• Offer, sign, and happy dance!