Support Engineer

Join a fastpaced software company in Berlin Germany with a focus on developing graphics products that stand out from the crowd.

When you receive a ticket our customer should get timely and reliable feedback usually within a few hours either with the solution or a suggestion for further troubleshooting. When a phone call or a remote support session is needed you will quickly realize that our customers are busy people and that you must use your time well. Ask the right questions be perceptive of the little things and use the right tools to find the unusual configuration virus thirdparty tool file or action that is causing trouble.

Once you have found the problem and talked it through with one of the Developers we will make sure the same issue does not bother you again. If it is in our code we will fix it no questions asked. If the bug is in thirdparty code you will contact the vendor and convince them to fix it. Quite often they do even the big names. If they dont you will write a Knowledge Base article which is searchable on our website. You will spend 90% of your time on problems that you have never seen before which will keep you on your toes.

Besides working on tickets you will evaluate new tools that may help you with your work or even code them yourself or with one of our developers. We run our own automatic errorreporting framework and ship a diagnostic tool both of which are constantly being improved soon perhaps by you.

The qualities we are looking for are similar to those of a Software Developer with the same strong problemsolving abilities but a bit less emphasis on algorithmic skills and more on organizational and communication skills. Experience with Windows architecture is a plus. If you have analyzed a minidump before even better. Since you will be managing our many international customers in addition to our German customers this position requires that you are fluent in English and German would be a plus.