Merchant Hardware Support Specialist
Operations
Berlin, Germany
Full-time
About Wolt
At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.
Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.
Merchant Hardware Specialist (m/w/d)
Wolt ist ein finnisches Technologieunternehmen und vor allem für unsere Lieferplattform bekannt, die Kund:innen mit großartigen Restaurants und Shops in ihrer Stadt verbindet. Doch hinter jeder reibungslosen Lieferung steht ein Team, das sicherstellt, dass unsere Partner mit den richtigen Tools, Technologien und Geräten arbeiten können – und genau da kommst du ins Spiel.
Als Merchant Hardware Specialist bist du Teil unseres Merchant Operations Teams in Deutschland und kümmerst dich um alles, was mit Hardware zu tun hat. Vom Lösen technischer Probleme bis hin zur Verwaltung von Retouren und Beständen – du sorgst dafür, dass unsere Partner reibungslos arbeiten können und zufrieden bleiben.
Deine Aufgaben
In dieser Rolle bist du unsere Ansprechperson Nummer eins für Hardware-Fragen und betreust den gesamten Lebenszyklus der Geräte, die unsere Partner im täglichen Geschäft nutzen.
Im Alltag wirst du:
- Technische Probleme mit Tablets, Druckern und Terminals analysieren und lösen
- Support-Tickets priorisieren und je nach Dringlichkeit und Dringlichkeit für das Tagesgeschäft bearbeiten
- Rücksendungen, Versand und Bestandsmanagement von Geräten koordinieren
- Remote-Diagnosen durchführen und proaktiv Partner anrufen
- Eng mit den Teams aus Logistik, Support und Product Operations zusammenarbeiten
- Alle Support-Aktivitäten dokumentieren und aktualisieren
- Wiederkehrende Probleme identifizieren und Prozesse verbessern
Was du mitbringen solltest
Mind. 2 Jahre Erfahrung im Hardware-Support, technischen Kundendienst oder einer vergleichbaren Rolle
- Grundverständnis in Hardwarekonfiguration, Konnektivität (WLAN/Bluetooth) und Fehlersuche
- Deutsch und Englisch fließend (mind. C1) in Wort und Schrift
- Fähigkeit, technische Sachverhalte auch für Laien verständlich zu erklären
- Erfahrung mit Tools wie Intercom, Looker oder Monday.com
- Strukturierte, detailorientierte und serviceorientierte Arbeitsweise
- Eigenverantwortliches Handeln und Belastbarkeit auch bei hohem Tempo
Was wir dir bieten
Eine Rolle mit echtem Einfluss – du hältst unsere Partner im Geschäft
🌍 Ein internationales, dynamisches Team
🧠 Lernmöglichkeiten und klare Entwicklungspfade in Richtung Senior-Rollen
🤝 Zusammenarbeit mit Schlüsselteams innerhalb von Wolt
📍 Arbeitsort im HQ Berlin
🥗 Zuschüsse für Lunch, Snacks & Getränke (je nach Standort)
🎯 Ein Unternehmen, das Ownership, Transparenz und schnelles Feedback lebt
Nächste Schritte
Klingt das nach dir ? Dann bewirb dich jetzt - freuen wir uns auf deine Bewerbung!
Nach dem Einreichen deiner Unterlagen prüft unser Talent Acquisition Team dein Profil. Wenn es passt, starten wir mit einem kurzen Screening-Call, gefolgt von einem Interview mit der Hiring Managerin und einer kleinen Aufgabe.
Wir geben schnell Rückmeldung und halten dich über jeden Schritt im Prozess auf dem Laufenden.
Wolt is a Finnish technology company and best known for our delivery platform that connects customers with great restaurants and shops across the city. But behind every smooth delivery experience is a team ensuring that our merchant partners are supported with the right tools, tech, and devices — and that’s where you come in.
As a Merchant Hardware Specialist, you’ll be part of the Merchant Operations team, supporting our partners in Germany with all things hardware-related. From resolving technical issues to managing inventory and device returns, you’ll play a key role in keeping our partners operational and satisfied.
What you’ll be doing
As our go-to expert for hardware, you’ll own the end-to-end lifecycle of Wolt devices used by our merchant partners.
Day-to-day in this role you’ll:
- Support our merchant partners by troubleshooting issues with tablets, printers, and terminals
- Manage support tickets, prioritize based on urgency and business impact
- Coordinate device shipments, returns, and inventory tracking
- Perform remote diagnostics and outbound support calls
- Collaborate closely with Logistics, Support, and Product Ops teams
- Ensure all support activity is properly documented and up-to-date
- Help improve processes by identifying recurring issues and proposing solutions
Our humble expectations
2+ years of experience in hardware support, technical customer service, or a similar role
- Basic understanding of hardware configuration, connectivity (Wi-Fi/Bluetooth), and troubleshooting
- Fluent in German and English (C1+) for smooth communication
- Ability to explain technical concepts to non-technical users
- Experience working with tools like Intercom, Looker, or Monday
- Structured, detail-oriented and customer-first mindset
- A proactive approach and the ability to work well under pressure
What we offer
💻 A role with real impact – you help keep our partners live and running
🌍 An international and fast-paced team environment
🧠 Learning opportunities and clear development paths toward more senior roles
🧑🤝🧑 The chance to work cross-functionally with key teams across Wolt
📍 On-site-role in our Berlin HQ
🥗 Lunch and snack benefits (depending on location)
🎯 A company that values ownership, transparency, and fast feedback
Next steps
If this sounds like you, we’d love to hear from you! After submitting your application, our Talent Acquisition team will review your profile. If there’s a match, we’ll kick things off with an intro call, followed by an interview with the hiring manager and a small assignment.
We aim to move fast and keep you updated at every step.
Our Commitment to Diversity and Inclusion
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
Delivery operations at Wolt
We’re here to make sure every delivery experience is an amazing one for our customers, courier partners, and merchant partners.
In partnership with local and global operations and various tech teams, we tackle questions like: how to onboard tens of thousands of courier partners efficiently, how to secure the right balance of couriers and orders across different cities, and how our logistics algorithms should be set up to ensure every order is a smooth one.
Our culture
At Wolt, you’ll learn more, build more, and ship more than in most other companies.
You’ll be challenged a lot, but also have a lot of fun on the way. All of which comes from working with passionate, caring, down-to-earth and super-smart people.
The delivery of (almost) everything
In 2014, we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world.
We’ve always taken an ambitious but sustainable approach to growth. And, as part of the DoorDash team, we can keep on dreaming big and expanding across the globe.
"The learning curve has been steep. I've been given plenty of opportunities and space to grow. At Wolt, if you find things that should be fixed or improved, no-one is holding you back. 'This is how we've always done it' isn't an argument here. There is no micromanaging whatsoever, yet I feel I always get the support I need from my team lead and peers."
- Janne, Head of Global Operations
Delivery operations at Wolt
We’re here to make sure every delivery experience is an amazing one for our customers, courier partners, and merchant partners.
In partnership with local and global operations and various tech teams, we tackle questions like: how to onboard tens of thousands of courier partners efficiently, how to secure the right balance of couriers and orders across different cities, and how our logistics algorithms should be set up to ensure every order is a smooth one.
Our culture
At Wolt, you’ll learn more, build more, and ship more than in most other companies.
You’ll be challenged a lot, but also have a lot of fun on the way. All of which comes from working with passionate, caring, down-to-earth and super-smart people.
The delivery of (almost) everything
In 2014, we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world.
We’ve always taken an ambitious but sustainable approach to growth. And, as part of the DoorDash team, we can keep on dreaming big and expanding across the globe.
"The learning curve has been steep. I've been given plenty of opportunities and space to grow. At Wolt, if you find things that should be fixed or improved, no-one is holding you back. 'This is how we've always done it' isn't an argument here. There is no micromanaging whatsoever, yet I feel I always get the support I need from my team lead and peers."
- Janne, Head of Global Operations