Tech Support Agent

Tech Support Agent

At Phrase, we help open the door to global business by providing the world’s most comprehensive localization platform.

We’re transforming language technology with our AI platform to give people the content they need, in the language they speak. Whether it's for digital products like an app or website, marketing comms, legal literature, internal comms or customer service messaging, Phrase ensures that content always hits its mark by being on brand, consistent, and culturally resonant.

With a global team working from our offices in Hamburg and Prague—or from home across Europe, the UK, the US, and the APAC region—we help organizations like Uber, Shopify, Puma, Snowflake, Volkswagen and thousands of others engage their customers at scale to accelerate growth.

As a Technical Support Agent, you will be the first point of contact for our clients and helping them solve technical problems with Phrase and build relationships.

What you’ll be responsible for:

• Helping users to solve issues with their localization projects.
• Helping clients to set up project workflows and manage their linguistic teams.
• Helping users with best practices for managing translation memories, term bases, machine translations and REST APIs.
• Creating requests for enhancing current features (e.g. Quality Assurance, Concordance Search, Project Templates, etc.) based on user feedback.
• Troubleshooting complex technical issues related to our products (e.g. TMS Integrations, Strings OTA, Orchestrator, etc.)
• Reproducing issues reported by users and escalating them to engineering teams.
• Helping clients to prepare and import various file formats.
• Communicating with users in writing via ticketing system.
• If necessary, conduct short video calls with screen-sharing.
• Improving content of our Help Center and keeping it up-to-date.
• Acting as an internal contact person to assist our Sales and Customer Success teams.
• Conduct monthly bug review sessions with clients
• Ad-hoc video calls with clients.

What you need:

• Excellent written and communication English skills - we’re an international team and English is our official language, knowledge of additional languages is a plus.
• 2+ years of experience in the localization industry, ideally as a Project Manager in an LSP.
• Solid understanding of localization solutions, technologies and processes (CAT, TMS, MT solutions, etc.).
• Strong analytical and problem-solving skills, attention to detail.
• Self-motivated, proactive, and results-driven team player.
• Knowledge of REST API testing in Postman a plus.
• Curiosity and passion for learning new things
• Willingness to share knowledge with your colleagues

What you’ll get:

• Work experience in a successful and growing global SaaS company
• Be part of an international team of 300+ in Europe, APAC, and the Americas
• Expert colleagues in their field who are determined to build the best localization platform on the market, creating a world where language never limits opportunity
• An agile work environment, where it is encouraged to take smart risks
• Take part in a culture full of trust, support and loyalty, where respectful and open feedback is valued, and diversity is fully embraced
• A positive, open-minded, and innovative atmosphere
• Support in your professional development and personal career goals

What's on top:

• 4 Company holidays additional to your regular holidays (1 day per quarter where the entire company is off to celebrate our achievements).
• In addition, the company also provides employees with a Christmas break to allow you to spend time with family and friends without use of your vacation allocation.
• Your birthday is off because it is important to celebrate you as well.
• 2 Giveback days where you can support the local community, volunteer, and/or participate in charity events and activities.
• Professional and extensive onboarding.
• Learning & development through Phrase learning and a dedicated ChatGPT Plus user license
• Additional local benefits depending on the entity you're hired at, just ask your Talent Acquisition Partner

At Phrase we believe in the critical importance of diversity in all its forms and intersectionalities, and are committed to ensuring that the people we interview reflect this diversity. We therefore strongly encourage people of any identity to apply for our exciting career opportunities. We have taken an active decision to make our work environment inclusive every day, starting at the very beginning of your Phrase experience.

We value and welcome different perspectives, experiences and backgrounds as we believe that these differences make our team even stronger on our mission of opening the door to global business by giving everybody access to the content they need in the language they speak.