About the Role
The position involves handling technical inquiries and support tickets that have been escalated from first-line support, requiring strong problem-solving abilities and fluency in German to assist customers effectively.
Responsibilities
- Respond to advanced technical support requests escalated from initial support teams
- Diagnose and resolve software and hardware issues for end users
- Communicate with customers in German to understand and address technical problems
- Document troubleshooting steps and solutions in the support system
- Collaborate with development and product teams to report recurring issues
- Maintain up-to-date knowledge of supported products and systems
- Escalate complex technical issues when necessary with detailed documentation
- Ensure service level agreements are met for response and resolution times
- Provide feedback to improve customer support processes
- Assist in creating user guides and technical documentation
Nice to Have
- Experience in a Level 2 or Level 3 support role
- Knowledge of cloud platforms such as AWS or Azure
- Familiarity with scripting languages like PowerShell or Bash
- IT certifications such as CompTIA A+, Network+, or similar
Compensation
Competitive salary based on experience
Work Arrangement
Hybrid work model
Team
Collaborative technical support team within an international environment
Languages
German proficiency required; English fluency necessary for internal communication
Work Environment
Fast-paced support setting with access to training and development resources
Available for qualified candidates
