Global Support
Global Support
Posted on :
04-09-2025
Employer Active
1 Vacancy
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Job Description
As a Global Support Engineer (Level 3) you will play a critical role in the technical support
structure for the CTCS product portfolio by providing advanced support to Regional Technical
Support teams (Level 2) across global locations. You will handle functionally escalated customer
inquiries analyze complex issues and deliver effective solutions ensuring minimal disruption
to service operations.
Serving as the central coordination point for Level 3 support you will also engage with cross-
functional teams-including Quality Management R&D Technical Product Managers and
manufacturing units-for Level 4 support when deeper technical expertise or systemic
resolution is required. A key aspect of your role is to facilitate seamless knowledge transfer
across service levels ensuring continuous learning process improvement and consistent
global service quality.
structure for the CTCS product portfolio by providing advanced support to Regional Technical
Support teams (Level 2) across global locations. You will handle functionally escalated customer
inquiries analyze complex issues and deliver effective solutions ensuring minimal disruption
to service operations.
Serving as the central coordination point for Level 3 support you will also engage with cross-
functional teams-including Quality Management R&D Technical Product Managers and
manufacturing units-for Level 4 support when deeper technical expertise or systemic
resolution is required. A key aspect of your role is to facilitate seamless knowledge transfer
across service levels ensuring continuous learning process improvement and consistent
global service quality.
Key Responsibilities
Monitoring and acceptance of allocated Service Requests (Cases) functionally
escalated from L2 Support
Creation of service requests in the ticketing system for requests from Regions who
do not use the GD ticketing system
Analyze service requests considering the SLAs and the priority
Monitoring OLA times
Extended Remote Support using Visual Support Remote Access Services (RAS) or
email / phone
Solving issues which could not be resolved at Regional Tech Support (Level 2) while
respecting the SLAs
Monitoring and acceptance of allocated Service Requests (Cases) functionally
escalated from L2 Support
Creation of service requests in the ticketing system for requests from Regions who
do not use the GD ticketing system
Analyze service requests considering the SLAs and the priority
Monitoring OLA times
Extended Remote Support using Visual Support Remote Access Services (RAS) or
email / phone
Solving issues which could not be resolved at Regional Tech Support (Level 2) while
respecting the SLAs
Communication of status and solutions for service requests in the ticketing tool
Documentation of problem-related solutions with the help of knowledge articles
error tree updates etc.
Routing (functional escalating) service requests that cannot be resolved in L2
Support to further processing organizational units taking into account the
applicable OLAs
Interface management towards Level 4 with internal (Quality Management R&D
Adaptation) and external support partners even outside the GD ticketing system
Initiation of hierarchical escalations if necessary
Demanding know-how transfer from Training and L4 Support to constantly improve
the skill level
Providing know-how via (online) training newly created knowledge articles
documentation reviews etc.
Further development of processes as part of the continuous improvement process in
order to increase customer satisfaction and optimize service provision
Data exchange folders (ID Gard boxes) creation and maintenance of
Contribution to continuous service improvement towards a global efficient and
transparent structure to increase effectiveness and efficiency
Deriving continuous product improvement
Processing technical spare parts clarifications
Providing onsite support to customers on special request where highest service skills
are needed to solve service requests
Contribution to continuous service improvement towards a global efficient and
transparent structure to increase effectiveness and efficiency
Identification of new business opportunities
Documentation of problem-related solutions with the help of knowledge articles
error tree updates etc.
Routing (functional escalating) service requests that cannot be resolved in L2
Support to further processing organizational units taking into account the
applicable OLAs
Interface management towards Level 4 with internal (Quality Management R&D
Adaptation) and external support partners even outside the GD ticketing system
Initiation of hierarchical escalations if necessary
Demanding know-how transfer from Training and L4 Support to constantly improve
the skill level
Providing know-how via (online) training newly created knowledge articles
documentation reviews etc.
Further development of processes as part of the continuous improvement process in
order to increase customer satisfaction and optimize service provision
Data exchange folders (ID Gard boxes) creation and maintenance of
Contribution to continuous service improvement towards a global efficient and
transparent structure to increase effectiveness and efficiency
Deriving continuous product improvement
Processing technical spare parts clarifications
Providing onsite support to customers on special request where highest service skills
are needed to solve service requests
Contribution to continuous service improvement towards a global efficient and
transparent structure to increase effectiveness and efficiency
Identification of new business opportunities
Employment Type
Full-time
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