Our Client

Kiona is the result of four companies coming together to create a single, dynamic organisation focused on innovative building technology solutions. The company combines hardware, software, and service expertise to deliver smart, reliable, and scalable solutions for our customers. Operating across Finland, Denmark, Germany, Norway, Poland, Sweden, Switzerland, Kiona fosters an entrepreneurial spirit while emphasising teamwork, customer success, and continuous learning. Kiona's teams are collaborative, agile, and passionate about making a tangible difference in the built environment.

Purpose

As a Customer Support Engineer, you will ensure high-quality, proactive technical support and operations for Kiona’s customers, partners, and end-users. You will be responsible for system administration, troubleshooting, implementation support, and account management, combining technical expertise with a commercial mindset.

Success in this role means delivering timely and effective support that drives high customer and partner satisfaction, reducing ticket volumes through improved processes and documentation, and contributing to growth in product usage, upsell, and cross-sell opportunities. You will take ownership of client accounts, ensure smooth delivery, build positive partner relationships, and actively support the continuous improvement of Kiona’s solutions and operations.

Key Responsibilities

• Customer & User Support: Respond to technical inquiries via phone, email, and ticketing systems; troubleshoot software, hardware, and integration issues.

• Partner & Vendor Coordination: Lead and coordinate installations, order products, schedule work, and support commissioning activities.

• System Administration: Manage system access, user roles, subscriptions, licenses, and supported hardware updates.

• Training & Documentation: Plan and deliver user training sessions (online or on-site), and maintain knowledge base articles and internal procedures.

• Process Improvement & Feedback: Keep accurate case documentation, improve support processes, and provide structured feedback to R&D and product teams.

• Customer Account Management & Commercial Focus: Own customer accounts, identify upsell and cross-sell opportunities, and contribute to revenue goals.

• On-site Engagement: Occasionally visit customer sites and partners to ensure successful installations and provide practical support.

Background & Requirements 

• Relevant technical education in engineering (electrical, mechanical, HVAC, automation, or related field).

• Hands-on experience in building automation, HVAC, BMS, or similar systems.

• Strong digital competence: troubleshooting software, hardware, and integrations; system configuration; ticketing and administrative tools (e.g., Zendesk, CRM, Excel).

• Languages: Fluent in Finnish and English; Swedish is a strong advantage.

• Location: Based in Espoo, Finland, with hybrid work flexibility (2–3 days in-office).