Build the function. Shape the future. Own the impact.

We are hiring a Technical Support Lead to help us establish and shape Kanpla’s dedicated technical support function from the ground up.

This is not a ticket-processing role.

This is an opportunity to build a capability that will materially improve how Kanpla operates.

Who we are

Kanpla started as a small school project and has since grown into one of the Nordic region’s fastest-growing startups. Today, we support 500,000+ users across 4,000+ locations in 14 countries, working with leading food service operators such as Compass Group, Meyers, ISS alongside forward-thinking workplaces and educational institutions.

With over €12M raised, a proven product and an international team of 60+ people, we’re scaling fast and are now focused on maximising customer satisfaction, product quality and scalability.

The Opportunity

You will be one of the first people in a newly formed function. That means:

• You will help define the workflows, not inherit them

• You will shape escalation models between Support and Engineering

• You will influence tooling, AI usage, and internal systems

• You will build the knowledge base that compounds over time

• You will directly improve reliability and customer experience

You will sit at the intersection of Support, Product, and Engineering – with high visibility and high agency.

Why This Role Matters

Today, product engineers rotate into reactive “ninja” roles to resolve customer issues. While effective in the short term, this creates fragmented ownership.

Your role will change that.

By creating a dedicated technical support capability, you will:

• Reduce time to resolution

• Decrease repeat incidents

• Identify root causes and help drive permanent fixes

• Introduce smarter tooling and automation that reduces manual work over time

• Implement customer feedback and help improve customer satisfaction

This function should compound in value every quarter – and you will help make that happen.

What You’ll Do

• Investigate and resolve technical customer issues across App, POS, and Admin

• Own escalation workflows from Support → Engineering

• Deliver small fixes, configuration updates, and hotfixes where appropriate

• Collaborate closely with Product and Engineering teams

• Build and maintain documentation and troubleshooting playbooks

• Identify recurring patterns and advocate for structural improvements

• Contribute to tooling and automation that reduces operational burden

• Leverage AI tools to speed up investigations, improve internal knowledge access, and streamline workflows

• Proactively suggest and experiment with automation opportunities to reduce repetitive support tasks

Over time, you’ll help evolve this into a proactive reliability and automation function – not just reactive support.

Who You Are

• Strong debugging mindset and natural curiosity

• Comfortable reading logs, investigating issues, and tracing problems across systems

• Interested in AI tools and how they can improve operational workflows

• Structured and systematic in your thinking

• Clear communicator – able to explain technical issues simply translate business context into the codebase

• Motivated by ownership and improvement

• Experience in a technical support role is a plus, but not essential

You care about improving things – not just fixing them.

You’re excited by the idea of making systems smarter, not just solving tickets faster.

Why Join Now?

Because this is a rare opportunity to:

• Shape a new function at a growing product company

• Have meaningful ownership from day one

• Work closely with Product, Engineering, and Customers

• See your impact directly reflected in customer experience

• Build deep system knowledge that becomes mission-critical

You won’t just be joining a team.

You’ll be building one.

If you’re excited about creating structure, driving clarity, and improving how a product company operates at scale - we’d love to hear from you.