We are looking for a Troubleshooter ready for a mission!
At New Black, we are revolutionizing the world of Unified Commerce with EVA, our cutting-edge platform. As we continue to expand and enhance EVA, we’re looking to expand our team with a Troubleshooter.
As a Troubleshooter, you play a key role in untangling technical issues and guiding partners toward smooth operations. But more than that: you bring structure to complexity, bridge gaps between support and tech, and turn every solved issue into shared knowledge that helps the whole team move faster.
About New Black
We are just a bunch of NERDS, transforming the world of (e)commerce with our truly unique Unified Commerce platform, called EVA. Our purpose is to help globally operating brands and retailers to become adaptive to change. EVA is the engine that powers digital retail solutions, a secure, cloud-based platform that is setup to improve the consumer experience. We facilitate flexible infrastructure, enable digital transformation, and help our customers deliver a true unified experience and functionality to their customers faster and smarter. We work for leading brands and retailers such as Dyson, Rituals, Intersport, AFC Ajax, G-Star, Kiko Milano, and others.
Our philosophy
New Black, is a company like no other. That is a promise. We believe that work is about more than getting paid for your effort. We have implemented holacracy in our company and we cut the crap so you don't have to report to a manager. We align with each other, but we don't report in one direction. It helps us to be faster and more adaptive to change. But we don’t take it easy. We work hard and the next thing’s always lined up; we don’t take our success for granted.
New Black is more than a software company; we are a next-generation platform transforming the world of (e)commerce, a company full of passionate people who love what we do and how we do it.
New Black is very ambitious; we are profitable and fully bootstrapped (no investors, no debts). This is incredibly important in providing us the freedom to shape our company the way we see fit.
New Black wholly owns its intellectual property; this allows us to make our own decisions about our products and provides us with the freedom to create the best product with the latest technology.
New Black has entered selective strategic partnerships with best-in-class global brands like Apple, Microsoft, Adyen, Deloitte to create an ecosystem for global expansion and sustainable success.
About your role
As an Entry-Level Troubleshooter, you’ll play a crucial role in helping our customers and partners get the most out of our platform. You’ll join our support team as a second-line technical problem solver, stepping in when front-line support can’t resolve an issue. Don’t worry - we don’t expect you to know it all right away. What we’re looking for is curiosity, eagerness to learn, and a nerdy love for digging into problems.
As a Troubleshooter, you:
- Are eager to work with large-scale customers and partners, supporting them in their daily operations.
- Troubleshoot, reproduce, and diagnose issues related to configuration, integrations, or unexpected system behavior.
- Work closely with first and third line support to analyze problems and follow them through to resolution.
- Provide structured and timely follow-ups with customers and partners - sharing workarounds, progress updates, or next steps.
- Document recurring issues, edge cases, and fixes in internal and external knowledge bases to help others benefit from your learnings.
- Actively grow your product knowledge and keep up with system and feature updates to support new use cases.
What we’re looking for
We are specifically looking for a Nerd that already has the following skills.
- A basic technical foundation: you can read and understand JSON, know your way around APIs, and you’re not afraid of the word “debug”.
- Affinity with SaaS, and bonus points for experience in retail systems (e.g. POS, inventory, or order flows).
- A collaborative mindset: you're comfortable working with multiple teams, and you’re not afraid to ask questions.
- An analytical mind: you enjoy breaking down complex problems and connecting the dots.
- Eagerness to learn: you don’t need to know everything on day one, but you do need the drive to get better every day.
- Strong communication skills: you can clearly explain both problems and solutions in English, in writing and in calls.
This role is for you if:
- You're early in your career but hungry to grow in a tech-driven, customer-facing environment.
- You enjoy getting into the technical details, even if you're not a developer.
- You're comfortable switching between structured problem-solving and more creative troubleshooting
What We Offer
- An amazing passionate team with talented people, who really love what they do and how they do it.
- A company like no other; New Black really takes care of you. We hire with the intention to keep you!
- To be your own boss, for we don’t have a hierarchy but implemented an holacratic way of working. Everyone is equal.
- State of the art equipment for your home office (AirPods, Macbook etc.), and many amazing perks which will reflect your effort and input.
- Determine your own working hours and days. Determine your own off-time and working location.
- Our own chef who prepares amazing lunches for you in the office.
- To be part of something great, not just a job, but a movement in Retail IT landscape. This is a company where everyone works with passion, and they are the best in what they do.
We are changing the future of retail worldwide, and we invite you to be part of it. Apply because you’ve got the motivation to change the game of global retail and the skills to back it up.
How To Apply
Send your motivation and resume to Sandra Spalatelu at sandra@newblack.io. Although we only hire the best, we don't judge you on (lack of) diplomas or shiny names on your resume. Attitude and experience go a long way. We are looking for the gems who wish to be and become the best of the best.
We respect your privacy and protect your data. New Black uses AI‑enabled tools to support parts of our hiring process. This policy explains how we collect, use, and safeguard your personal information during recruitment, following GDPR guidelines & the EU AI Policy.
