At Sana Commerce, we're committed to creating an inclusive environment because we know our diverse workforce is one of our greatest strengths. What started in 2007 with a vision has grown into a fast-moving SaaS company that helps manufacturers, distributors, and wholesalers thrive in B2B commerce complexity. Our Mission To transform the way businesses buy and sell, so they can grow, build stronger relationships, and make the most of digital commerce. Job Description: The Technical Support Analyst plays a vital role in delivering exceptional customer experiences by being the first point of contact for our customers and partners. - Manage incoming tickets within service levels to ensure customer satisfaction. - Work to resolve high-complexity issues, questions, and requests from our customers self-sufficiently where possible. - Analyze markup language and application logs to aid the development team in eliminating product bugs. - Collaborate across functional areas to address customers' needs as their champion. Responsibilities As a Technical Support Analyst, you will: - Act as the face of Sana Commerce in the EMEA & APAC market, maintaining relationships with big names in the B2B industry. - Grow alongside our company as it expands. What We Offer We provide: - The opportunity to make an impact at a fast-growing SaaS scale-up. - Working closely with global leaders on strategic initiatives. - Up to 3 weeks 'work from anywhere' per year. - A hybrid working model – 3 days from the office, 2 days from home. Requirements You'll need: - At least a bachelor's degree or equivalent work experience. - 5+ years of experience in a technical customer service role across the IT industry or complex products. - A customer service mentality, thriving on helping customers and finding solutions. - Great organizational skills, including attention to detail and time management. - Technical affinity, comfortable using Excel, learning new software, and understanding HTML or XML. - Communication skills, fluent in English, with Dutch and/or German as a plus. Why Join Us? Sana Commerce values drive how we work, collaborate, and drive success: - Champions of Our League: We deliver lasting success, balancing quick wins and long-term value. - Supercharge Our Customers: We're revolutionizing B2B commerce together, helping our customers lead and succeed. - Determined to Grow: We embrace challenges, growing and raising the bar for ourselves and our industry. - Bold Together: We dare to be bold because we have each other's back. We encourage you to apply if you feel like you are a great match for this role, even if you don't tick all the boxes. Please explain your motivation for the role of Support Analyst and share the English version of your CV.