Tech Support Specialist - zDirect (Marketplace)

16 Oct 2021
24 Nov 2021
As a Technical Support Specialist (or Product Operations Manager as we call the role internally) in our Merchant Operations business unit, you will support our Product Operations team. This role is addressed to someone who held a similar position successfully in similar commercial environments.

You will be the main point of contact for both our internal Merchant Operations teams (such as Integration, Account Management, etc) and more importantly, you will be supporting our brand partners (merchants), specifically their engineering teams, with product knowledge, process improvement and hands-on troubleshooting of some technical issues.

You will handle the communication with multiple parties (tech and commercial) with the goal of taking tech developments to the next level.

To find out a bit more about our business unit overall, please visit our external page here.

  • Provide tech knowledge support with focus on various API integrations, data flows and tech processes
  • Investigate and conduct troubleshooting in the scope of brand integrations, article onboarding and order flows by using multiple systems, logs and SQL queries.
  • Provide actionable, data-driven insights to Technical Writers and Product teams. Closely collaborate with them to ensure operational issues are factored into external documentation and product development plans.
  • Build trust and handle communication with product users by providing guidance, prioritising support requests and firmly setting expectations while maintaining a close and positive relationship.
  • Increase internal team efficiency by developing internal documentation.

  • Technical affinity, basic knowledge of Python (not a must but we do make use of it for both analysis and automation tooling), REST API & JSON and hands-on, strong experience in writing SQL queries.
  • Analytical skills (eg. which data do we need to gather and further analyse to provide which insights?)
  • Project coordination and prioritisation skills. Ability to act with efficiency and confidence when exposed to senior stakeholders or time pressure.
  • Experience in improvement of systems and processes (knowledge of any project management or process improvements methodologies - eg. SixSigma, Kaizen, lean, Agile is a great plus).
  • Proven track record of experience in a similar role (in a commercial setting). Exposure to e-commerce and / or marketplace would be a great advantage but not a must.
  • Proactive, positive attitude and a collaborative approach to problem solving
  • Excellent communication skills in English both verbal and written (German is a plus as you will be working closely with Zalando’s biggest brand partners but please do not let this hold you back, we offer free German classes).

  • Culture of trust, empowerment and constructive feedback, open source commitment, meetups, game nights, 70+ internal and fun guilds, knowledge sharing through talks, internal tech academy and blogs, product demos, parties and events
  • Competitive salary, employee share shop, training platform and training budget, free language courses (English / German), pension scheme, 40% Zalando shopping discount on most products from our catalogue, discounts from external partners, centrally located offices, public transport discounts, municipality services, great IT equipment, flexible working times, additional holidays and volunteering time off, diverse online accessible sports and health offerings (such as an extensive Employee Assistance Program for you and your family members)
  • Extensive onboarding, mentoring and personal development opportunities and access to an international team of experts and a very diverse group of colleagues. We are proud of our diversity and it shows in our recently published report.
  • Sponsorship for VISAs, Relocation assistance for internationals, PME family service and parent & child rooms* (*available only in selected locations)

We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, and business need.

Please note that all applications must be completed using the online form - we do not accept applications via e-mail.

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