Technical Customer Support Specialist - U.S Time Zone

The Nym team is a world-class mix of privacy experts, engineers, and thinkers spread across Europe. We believe that user privacy underpins democratic freedoms in a networked world, and we're proud to help roll back the surveillance society.

Nym has launched its flagship B2C product, NymVPN, and seeks a dynamic Technical Customer Support Specialist to assist in making Nym's customer support truly world-class. This role is key to establishing trust amongst users, focusing on innovative CX strategies and effective customer retention.

In your first month, you might:

• Dive deep into Nym's VPN product, understanding its architecture and privacy features.
• Handle first-line debugging, identifying and resolving low-level technical issues.
• Provide empathetic, high-quality customer support, ensuring users feel heard and valued.
• Write and refine support documentation to help users troubleshoot independently.
• Work closely with engineering to escalate complex technical issues.
• Engage with the Nym community, advocating for privacy and decentralised tech.

Key Responsibilities

• Provide responsive, top-tier support for Nym's VPN users via Zendesk and other channels.
• Troubleshoot and resolve technical issues, including basic debugging.
• Act as the bridge between users and engineers, ensuring efficient issue resolution.
• Maintain and improve our knowledge base and support docs.
• Optimize Zendesk workflows, macros, and automation to improve response times.
• Help shape support processes, ensuring smooth operations in a small, agile team.
• Advocate for privacy, security, and decentralised technology in every interaction.
• Stay up-to-date on Nym's technology and updates to proactively assist users.

Key Experience

• Hands-on experience with Zendesk and JIRA-you know how to manage tickets efficiently.
• A technical mindset-you can diagnose issues, read logs, and do basic debugging.
• Passion for privacy, security, and decentralised tech.
• Exceptional empathy and communication skills-you love helping people.
• Ability to work independently in a small team with minimal supervision.
• Prior experience in technical support, customer service, or a related role.
• Strong troubleshooting skills in VPNs, networking, and privacy tools.
• Comfort working in a fast-moving startup environment.

Bonus Points

• Familiarity with Linux, macOS, Windows networking, and VPN protocols.
• Experience working in Web3, blockchain, or open-source projects.
• Ability to contribute to automated support solutions (chatbots, FAQs, etc.).

What We Offer You:

• A diverse, global team of 50+, interested in learning and solving problems together.
• 6 Weeks annual leave plus national holidays.
• Yearly learning and development allowance.
• IT hardware package tailored to your role.
• Remote working (with a bias towards being able to do in-person meetups periodically).
• A competitive salary.