The Nym team is a world class mix of privacy experts, engineers, and thinkers spread across Europe. We believe that user privacy underpins democratic freedoms in a networked world, and we're proud to help roll back the surveillance society.
Nym has launched its flagship B2C product, NymVPN, and seeks a dynamic Technical Customer Support Specialist, to assist in making Nym's customer support truly world-class. This role is key to establishing trust amongst users, focusing on innovative CX strategies and effective customer retention.
In your first month, you might:
- Dive deep into Nym’s VPN product, understanding its architecture and privacy features.
• Handle first-line debugging, identifying and resolving low-level technical issues.
• Provide empathetic, high-quality customer support, ensuring users feel heard and valued.
• Write and refine support documentation to help users troubleshoot independently.
• Work closely with engineering
to escalate complex technical issues.
• Engage with the Nym community, advocating for privacy and decentralised tech.
Key Responsibilities
- Provide responsive, top-tier support for Nym’s VPN users via Zendesk and other channels.
• Troubleshoot and resolve technical issues, including basic debugging.
• Act as the bridge between users and engineers, ensuring efficient issue resolution.
• Maintain and improve our knowledge base and support docs.
• Optimize Zendesk workflows, macros, and automation to improve response times.
• Help shape support processes, ensuring smooth operations in a small, agile team.
• Advocate for privacy, security, and decentralised technology in every interaction.
• Stay up-to-date on Nym’s technology and updates to proactively assist users.
Key Experience
- Hands-on experience with Zendesk and JIRA—you know how to manage tickets efficiently.
- A technical mindset—you can diagnose issues, read logs, and do basic debugging.
• Passion for privacy, security, and decentralised tech.
• Exceptional empathy and communication skills—you love helping people.
• Ability to work independently in a small team with minimal supervision.
• Prior experience in technical support, customer service, or a related role.
• Strong troubleshooting skills in VPNs, networking, and privacy tools.
• Comfort working in a fast-moving startup environment.
Bonus Points
- Familiarity with Linux, macOS, Windows networking, and VPN protocols.
- Experience working in Web3, blockchain, or open-source projects.
- Ability to contribute to automated support solutions (chatbots, FAQs, etc.).
What We Offer You:
- A diverse, global team of 50+, interested in learning and solving problems together.
- 6 Weeks annual leave plus national holidays.
- Yearly learning and development allowance.
- IT hardware package tailored to your role.
- Remote working (with a bias towards being able to do in-person meetups periodically).
- A competitive salary.
