Customer Support Specialist - Support On-Call

Customer Support Specialist - Support On-Call Be a part of our journey to build a trusted digital world! We usually respond within two weeks Signicat is a pan-European digital identity company that makes it easy and safe for organisations to know who they are interacting with online. Using our proprietary technology, we help companies and public organisations securely verify the identities of people and businesses, authenticate users, and enable compliant electronic document signing, so their customers can access services and complete online processes with confidence. Today, Signicat employs over 530 people across 20 offices in 15 European countries. We work with leading banks, fintechs, telcos, public authorities, healthcare providers, and enterprises across retail and mobility to deliver trusted digital identity and onboarding solutions at scale. Joining Signicat means contributing to a mission that has a real impact on how society works and trusting each other in an increasingly digital world. About the team The Support On-Call Team is a new, dedicated function within Customer Support. The team owns how Signicat communicates with customers during service disruptions: status page updates, customer notifications, incident reports, and the inbound enquiries that go with them. Alongside this, the team contributes to regular Customer Support ticket work during shifts, staying close to our products and customers. The team covers shifts around the clock from Monday to Friday, including evenings and nights, with on-call coverage at weekends. As a Customer Support Specialist, you’ll play a pivotal role in Signicat’s incident response process. You’ll be on the front line of incident communication: managing our status page, sending customer notifications, and producing incident reports, so customers always know where things stand when something isn’t working as expected. For incidents, whilst you won’t own the technical fix or the root-cause investigation, you will be expected to triage what comes in, whether that’s an automated alert or a customer ticket, assess what’s going on, and troubleshoot where you can before escalating. So you’ll need to be comfortable with technical detail, or confident you can get there quickly. About the role We are building a new, dedicated team within Customer Support, and we are looking for Customer Support Specialists to join it from the start. This is a technical support role. Signicat is a digital identity platform providing services that our customers integrate into their own systems, so when one of those services is disrupted, customers need clear, accurate information about what is happening and when it will be resolved. Keeping them informed is what this team does. This is a hybrid role based in Vilnius, with the flexibility to work from our office in Paupys. The right to live and work in the EU is required. Key responsibilities Work shifts as part of a Monday-to-Friday rota covering days, evenings, and nights, and take part in the weekend on-call rota. Triage incoming alerts and customer tickets: assess severity and customer impact, carry out initial troubleshooting, and escalate to the right technical team when needed. Operate our customer-facing status page during incidents and maintenance windows: posting updates, managing the timeline, and ensuring messaging is clear and timely. Handle inbound enquiries about ongoing or recent service events, providing a single point of contact for customers during disruptions. Take part in incident postmortems and contribute to continuous improvement. Produce customer-facing incident reports based on the output of the postmortem process, working with the development teams to translate root cause analysis into clear, customer-appropriate language. During day shifts, contribute to the regular Customer Support ticket queue, building product knowledge and customer familiarity that makes you more effective during incidents. Help maintain the team’s playbooks, templates, and knowledge base. What we consider a plus Familiarity with Zendesk (or similar ticketing systems) and a statuspage. Familiarity with B2B SaaS or technical products. Exposure to identity, authentication, payments, or related domains. A second European language alongside English. Ideally you are Technically capable, or readily able to get there: comfortable triaging issues, troubleshooting, and learning how our products work. Able to think clearly and keep customers informed when something has gone wrong. A clear, calm communicator who writes well in English, even under pressure. Experienced in customer support or another customer-facing role, with around a year or more behind you. Detail-oriented, with a strong sense for when accuracy matters most. Comfortable with shift work and on-call responsibility, including weekends and out-of-hours work. What we offer Tailored benefits package by location - we aim to empower our employees by offering customised benefits suited to each market Your tech, your way - choose the tech gear that aligns with your comfort and meets your preferences Hybrid work style - collaborate with the team in-office several days a week and embrace the flexible work model Modern workplace - our contemporary yet homey office in Vilnius offers a pet-friendly environment and features an outdoor terrace situated in the vibrant district of Paupys Work-life balance - enjoy extra paid days off annually, and we will celebrate your work anniversaries with additional days off to recognise and reward your milestones. Health & Wellness - we prioritise your physical and mental well-being by providing designated packs and access to the Headspace app Continuous growth - quarterly development talks, a dedicated time during working hours each week for training and development, defined career paths, and internal mentorship opportunities Customised onboarding - we will prepare an Onboarding Plan to ensure an easy and smooth beginning Give back to the community - option to use 16 hours of paid volunteer time each year to support a charity or cause you are passionate about Be part of an international team - the opportunity to work from any other Signicat office for 2 months per year and 3 weeks per year from any European country Empowering feedback culture - by using employee engagement tools, we ensure that every voice is heard, empowering us to grow together Meet-ups - frequent office gatherings and biennial Kick-off event to bring every Signicat under one roof that you don’t want to miss Salary 2,500–2,700 €/month gross (night hours are compensated extra). Department Customer Support & Success Locations Vilnius, Lithuania Remote status Hybrid Vilnius, Lithuania About Signicat We're a dynamic community of passionate professionals dedicated to digital identity solutions. Since our founding, we have grown and evolved through organic growth, strategic acquisitions, and continuous innovations. This makes Signicat an exciting and ever-changing environment to be a part of! Founded in 2007 Co-workers About 530 Applicant tracking system by Teamtailor