Your Mission:

• Provide B2B customer support through a ticketing system
• Take responsibility, analyze, troubleshoot, coordinate and communicate the resolution of technical issues
• Quickly assess customer impact of issues, prioritize and escalate accordingly
• Formulate responses to tickets, communicate progress and resolution efficiently in collaboration with Developers, Product Owners, Customer Success teams
• Support key Customer accounts
• Become a functional expert for at least one area of our product
• Participate in maintaining and evolving the product in the area of expertise and providing internal training for the Support team
• Be active in issue prevention by collaborating on documentation and knowledge bases
• Help supervising the quality of the work delivered and processes in collaboration with the Team Lead, Problem Analyst and Head of Support
• Mentor and onboard other Support engineers
• Actively support leadership by reviewing and optimizing processes and KPIs

What you need to succeed:

• Excellent English language skills, both written and verbal
• Previous experience in professional technical support (L2 / L3) for complex software system vendors supporting Enterprise-level customers
• Strong ability to explain technical and functional concepts in writing
• Experienced in the troubleshooting of internet fundamentals: DNS, latency/connectivity, HTTP, HTTPS , SSL certificates, and authentication
• Proficiency with editing JSON documents
• Experience with log analysis, metrics systems, and dashboard creation
• Ability to quickly evaluate a critical situation in a high pressure environment and communicate clearly and concisely to both internal our client teams and customers
• Willingness to be part of the Incident Communicators team handling critical tickets
• Experienced with developing queries and analysis of trends (ideally from logs) tools used (Grafana, Humio, Kibana, Splunk).
• Strong application support knowledge
• Empathy and reliability
• Willingness to make mistakes to learn and share your learnings
• Experience in mentoring, onboarding, and developing team peers
• Advanced understanding of REST

Annual salary: Not published

Berlin, Deutschland