IT Productivity Service & Support Engineer

Klarna was founded in Stockholm, Sweden in 2005. Since then we've changed the banking industry forever. And now we're creating the world's smoothest shopping experience. We serve over 90 million consumers worldwide, and partner with 200,000 merchants – with a new merchant joining us every 8 minutes. Including some of the world's leading brands, such as H&M, ASOS, IKEA, Adidas, Samsung and Lufthansa. Our offices are spread over 17 different markets, hosted by 3500+ employees from 100 nationalities.

This is an excellent opportunity for Software Engineers to join our brand new office in our newly formed tech hub of Milan, Italy.

About Engineering at Klarna

Engineering at Klarna is an inspired, customer focused community, dedicated to crafting solutions that redefine our industry. Working in small, highly collaborative Agile teams, you and your team will have a clear mission and ownership of an important outcome that supports Klarna and our customers. At Klarna we optimise for quality, flow, fast feedback, focusing on end-to-end ownership, continuous improvement, testing, monitoring, and experimentation. We aim for teams that are inclusive, helpful, and have a strong sense of ownership for the things they build. 

As a Klarnaut, you’ll contribute to the growth of Europe’s most highly valued fintech and your work will reach millions of users. Want to be part of the change? We're expanding several of of our engineering teams; teams working on our core checkout product, payment services and Klarna App to name a few.

Check out what it's like to be an engineer in Milan here.

As an engineer in the Productivity Service & Support team you will provide technical support and guidance to Klarna's employees all around the world and support local users onsite with hands on support. Work with improvement of the support process and actively contribute to the Productivity Service & Support team´s continuous development.

Klarna is a company which changes constantly so we are looking for a self driven, ambitious, positive spirit to join a great team. You will work closely with other teams in the Productivity group to ensure that we deliver the best productivity experience possible to our internal customers around the world.

Responsibilities

  • Act as the primary point of contact for the users regarding software and hardware support
  • Give Klarna employees the best support possible, keeping them productive
  • Ensure that the users issues are investigated, solved or escalated and redirected to the correct team
  • Deliver hardware and software support according to SLA
  • Support users via remote tools or onsite in the local office
  • Give user guidance and advising on the solution
  • Continuously suggest improvement on support processes and routines
  • Work on identify trends and issues proactively
  • Documenting and sharing knowledge instinctively
  • Handle incoming tickets via ticketing system, and support via chat channels
  • When needed assist other Productivity teams in projects or with tasks

Who you are

  • You have previous experience of service desk work, troubleshooting and solving issues with knowledge of hardware and software
  • You have a logical mind, like challenges, teamwork and have a strong customer service ethos. Communication and knowledge sharing is a natural part of your profile
  • You have good knowledge on Windows platforms and mobile devices such as IOS and Android. We also work with MacOS, Jira and Google Workspace, experience with those would be a plus
  • You thrive when there are many things going on and you can manage a multi-task environment well



What we can offer you

Make an impact - You'll be part of a small team that functions like a start-up, with their own problem space and freedom to steer. Each team consist of multiple competences needed to deliver success.

Be part of a true international team - You'll have the opportunity to work in an international company and with cross-geographical teams with people from a variety of different countries.

Work-life balance - You know best how and when you are the most productive. We value goals achieved rather than working hours spent. 

Fail fast and learn faster -  You are expected to try, fail and learn from your mistakes. We put focus on knowledge sharing, reflection, training and regular internal technical talks to foster a learning culture.

Drive your unique career path - You'll have the support around you to take the next steps in your career. You decide what your irregular path looks like.

RSU program in a sky rocketing fintech - You’ll receive an attractive salary, pension, and insurance plans, plus we offer all of our employees an opportunity to invest in a RSU program and own a stake of the company.


We also believe in making contributions back to the open source community. You can find some of our work at https://github.com/klarna.


How to apply: please send us your CV or Linkedin profile in English.

Klarna is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. Please refrain from including your picture and age with your application.