Technical Support Engineer

We are growing our Customer department, which includes Customer Care Agents, Customer Success Managers, Technical Support Engineers and Frontend Developers. We are currently looking to hire a Technical Support Engineer who will play the key role in engaging and helping our customers with all upcoming technical issues together with your colleagues of the department.

This role can be based in Chemnitz (HQ), Dresden or Cologne. An early step in the interview process is for you to take a technical assessment in which we will give you access to our app! If we are a match and you decide to join our amazing team, we will have a remote company and on-the-job onboarding plan in place.

Your tasks include:
Work closely with our customers after-sales department to find the best setup for our customer needs
Provide in-detail 3rd level technical support by solving tickets and be responsible for research and development of resolutions to unknown issues
Take ownership of support tickets and be responsible for funneling them through all process stages until a resolution has been reached
Oversee and support technical implementation tasks of our internal Customer Success team
Consult customers regarding our APIs, architecture recommendations and implementation approaches
Reactively assist internal and external technical teams and evaluate issues to avoid and reduce problem occurrence
Play a key role helping our customers as a product expert with a strategic mind and high customer-service orientation
Develop partnership and be the main point of contact for customers in case of integration, technical solutions or security questions
Take ownership of high priority customer issues and ensure excellent service by using problem solving approach

Job Requirements:
Excellent communication skills and enjoyment in working with customers directly
Ability to understand technical concepts and effectively communicate them to non-technical people
Expertise with web development, preferably knowledge with HTML/CSS and at least one programming language like JavaScript, Java, PHP, NodeJS
Comfort using the command line or application logs to narrow down issues with technical integrations on either side
Experience with enterprise software and common concepts/integrations is a plus: SAP, Workday, Single Sign-on, Active Directory, etc.
Knowledge about security and compliance topics in a SaaS environment is a plus
Good English skills both in written and spoken

Are you up for a new challenge and the opportunity to grow? Great! Apply now, send us your profile and we will reach out to you soon. We are looking forward to connecting with you!