Technical Support Specialist

About pCloud

At pCloud, we are on a mission to revolutionize the way people store, share, and secure their digital data. As one of the leading cloud storage providers, we serve over 24 million users worldwide with innovative and reliable solutions. Join our dynamic team and contribute to a service trusted by millions for its simplicity, security, and functionality.

About The Role

We are looking for a Technical Support Specialist to help our users get the most out of pCloud by providing professional, timely, and effective technical assistance.

In this role, you will support customers by analyzing and resolving technical issues, answering product-related questions, and guiding users through the features and functionality of the platform. You will work closely with engineering, QA, and product teams to escalate complex cases, identify recurring issues, and help improve the overall customer experience.

Your work will play a key role in ensuring high levels of customer satisfaction and retention while helping the team continuously improve the reliability and usability of the product.

What You’ll Do

Provide technical and customer support through ticketing systems, email, and occasional phone and video calls.

Assist users in troubleshooting issues related to the pCloud platform, applications, and services.

Analyze and resolve technical and functional problems encountered by customers.

Provide clear guidance and instructions for using platform features effectively.

Respond to customer inquiries within established internal response times.

Handle requests related to subscriptions, payments, upgrades, discounts, and refunds.

Monitor internal systems and help identify potential issues with servers, APIs, registrations, or payment systems.

Escalate complex technical issues to engineering, QA, or system administration teams when necessary.

Track escalated issues and communicate progress and solutions back to customers.

Prepare reports on ticket activity, common issues, and service performance.

Contribute to improving internal documentation, knowledge base articles, and response templates.

Assist with maintaining accurate product documentation and help materials.

Required Skills

• Experience in technical support, customer support, or a similar role.
• Excellent written and spoken English communication skills.
• Fluency in German.
• Strong problem-solving skills and ability to analyze and troubleshoot technical issues.
• Comfort working with ticketing systems or online support platforms.
• Good understanding of software products and online services.
• Strong organizational skills and ability to prioritize multiple tasks.
• Attention to detail and analytical thinking.
• Strong customer-oriented mindset and professional communication style.
• Ability to learn new technologies and tools quickly.

Nice to Have

• Experience supporting cloud services or SaaS platforms.
• Experience working with JIRA or similar task and issue tracking tools.
• Knowledge of basic server, networking, or API concepts.
• Experience creating documentation, tutorials, or help center content.
• If you enjoy helping people solve problems and improving the experience of millions of users worldwide, we’d love to hear from you.

Hybrid Working Model

Our hybrid model combines flexibility with regular in-person collaboration:

• One full week in the office every month — mandatory for the entire team
• One additional office day every other week during the rest of the month

Why Join pCloud

Because you’re here to make an impact and help shape the future.

Because your voice matters—your ideas aren’t just heard, they’re brought to life.

Because you’re curious, always learning, and thrive on growing every single day.

Because you want to be part of a team that inspires and challenges you.

Because you’re passionate about what you do.

Oh, and yes—we’ve got great benefits too. But let’s be real: you’re not here for the perks. You’re here to do work that matters.

If this sounds like you, we’d love to hear from you. Apply now and help us deliver excellent support to millions of users worldwide.