Support Agent

OverIT at a glance OverIT is a global Software-as-a-Service (SaaS) company with a strong presence in North America and Europe. We empower organizations in the power, utility, telco, and transportation industries to manage their mission-critical infrastructures efficiently and safely through cutting-edge Field Service Management software solutions. At OverIT, we leverage advanced technologies like ML (Machine Learning), AR (Augmented Reality), IoT (Internet of Things), and GIS (Geographic Information System) to help ensure the infrastructures essential to our daily lives are always on. If you want to be part of a top technology brand, join us! What you'll do Manage customer and partner requests through different support channels, communicating effectively in both Italian and English. Classify, prioritize, and manage incidents and service requests in line with contractual SLAs and established support processes. Independently investigate and resolve first- and second-level application issues. Analyze application behavior, system logs, configurations, and data to identify root causes and determine appropriate solutions. Use SQL queries to investigate data-related issues, verify system behavior, and validate proposed fixes. Reproduce reported issues and collect the technical information required for further analysis. Escalate complex incidents to Product, Engineering, or other technical teams, providing complete, accurate, and well-structured evidence. Keep customers regularly informed throughout the resolution process, ensuring clear, professional, and timely communication. Document incidents, root causes, resolutions, and troubleshooting procedures to continuously improve the internal knowledge base. Perform functional and non-regression testing on application fixes, patches, and product releases. Collaborate closely with Customer Support, Product, Engineering, and Delivery teams to improve service quality and customer satisfaction. What you'll need A diploma or degree in Information Technology, Computer Science, Engineering, or a related field. Full professional proficiency in Italian, with native or near-native communication skills. Strong written and spoken English, enabling you to manage technical discussions and customer communications confidently. Solid knowledge of SQL and relational databases, including the ability to independently write and interpret queries for troubleshooting purposes. Good understanding of software architectures, application environments, and system integrations. Knowledge of ITIL processes, particularly Incident Management, Problem Management, Service Request Management, and SLA Management. Strong analytical and problem-solving skills, with a structured and methodical approach to issue resolution. An AI-native mindset, with the ability to confidently use Generative AI and automation tools as part of daily work. Hands-on experience using AI tools to accelerate analysis, improve documentation, support troubleshooting, and automate repetitive operational activities. A continuous-improvement mindset and the ability to identify processes that can be simplified, standardized, or automated. Excellent communication and interpersonal skills, including the ability to explain technical topics clearly to different audiences. A proactive, collaborative, and customer-oriented approach. Ability to work effectively with customers, partners, and internal technical teams. What's nice to have Experience supporting enterprise software or SaaS platforms in complex customer environments. Experience designing or implementing AI-powered or automated workflows in a Customer Support, Service Management, or Application Maintenance environment. Experience creating AI agents, automated ticket-routing processes, knowledge-management workflows, or support productivity tools. Familiarity with ticketing systems, application-monitoring platforms, and log-analysis tools. Experience with APIs, REST or SOAP web services, and software integrations. Knowledge of cloud-based applications and distributed architectures. Experience performing functional, integration, or non-regression testing. What we offer OverIT is a unique transformation project in the SaaS space arena, full of ambition to scale and grow globally. International culture and environment with the opportunity to partner with an outstanding group of people and professionals who joined the company to scale and succeed A career-defining opportunity with full exposure to two leading private equity firms. Location-flexible smart working across Italy Competitive pay, meaningful growth opportunities, and a transparent approach to compensation. Salary ranges are defined for each role based on experience, competencies, responsibilities, and geographic location, with additional benefits and performance-based incentives depending on the position. The expected annual gross salary range for this position is €25.000-30.000 At OverIT we value diversity and are committed to equal employment opportunities regardless of religion, age, disability, sexual orientation, gender perception or identity, ethnicity, or place of origin.