drjobs Senior Support Engineer (f/m/d)

Senior Support Engineer (f/m/d)

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1 Vacancy
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Job Location drjobs

Berlin - Germany

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

Overview

As a Senior Support Engineer youll play a key role in providing high-level technical support to our customers while also mentoring junior engineers and driving improvements in processes and service delivery. You will serve as a bridge between front-line support and engineering teams working on complex technical issues optimizing support operations and ensuring an excellent customer experience.

This role is ideal for someone who thrives in a fast-paced environment enjoys solving challenging problems and is passionate about customer success.

Your Responsibilities

Advanced Technical Support

  • Troubleshoot and resolve complex technical issues across our products and services.

  • Act as a point of escalation for junior team members providing expert-level support and guidance.

  • Collaborate with Engineering and Product teams to identify root causes and ensure long-term solutions.

Customer Engagement

  • Communicate with customers in a professional empathetic and clear manner.

  • Take ownership of critical issues driving them to resolution while maintaining transparency with the customer.

  • Ensure a seamless and high-quality support experience from start to finish.

Knowledge Sharing & Documentation

  • Document troubleshooting steps solutions and insights in our knowledge base.

  • Mentor and train junior support engineers through hands-on collaboration and regular knowledge-sharing sessions.

Continuous Improvement & Collaboration

  • Identify recurring issues and trends and contribute to improving support processes and tools.

  • Work closely with cross-functional teams to enhance product reliability and customer experience.

  • Support internal initiatives to improve team performance and customer satisfaction metrics.

Your Profile

  • Extensive experience in technical support with a strong track record of handling complex customer issues.

  • Proficient with Linux and Python.

  • Experience in supporting enterprise customers in fast-paced or scale-up environments is a plus.

  • Strong analytical and problem-solving skills.

  • Comfortable mentoring others and leading by example.

  • Experience contributing to process improvements and knowledge base development.

  • Technical certifications (e.g. ITIL HDI) are an asset.

  • Experience in Docker/Kubernetes will be a plus.

  • Excellent communication skills in English and German.

What you can expect from us


Required Experience:

Senior IC

Employment Type

Full-Time

Department / Functional Area

Product Support

About Company

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