Customer Care Supporter 2nd Level (m/f/d)

Viamedici Software GmbH; Ettlingen; Vor Ort; EUR 45.000 - 55.000; Vollzeit

Benefits dieser Stelle

Company events

Opportunities for professional development

Dogsitting

High-quality hardware

JobRad

Working at eye level

Creative freedom

E-learning

Zusammenfassung

Viamedici Software GmbH, located in Ettlingen, Germany, is looking for a Customer Care Supporter 2nd Level (m/f/d) to provide advanced technical support and manage escalated customer issues. Ideal candidates will have a Bachelor’s degree in Computer Science, strong knowledge of Linux/Unix and databases, and at least 2 years of experience in a technical support role. The position offers opportunities for professional development and a dynamic working environment.

Qualifikationen

• Strong knowledge of Linux/Unix and Windows server environments.
• Experience with querying databases and performance analysis.
• Solid understanding of XML, JSON, and HTML for integrations.
• Basic programming skills (e.g. Python) for analysis.
• Minimum 2 years in technical support, preferably in B2B.
• Fluent communication in English; German is a plus.

Aufgaben

• Support 1st level team and manage escalated customer issues.
• Analyze incidents, identify root causes, and implement solutions.
• Collaborate with internal teams for resolution and improvements.
• Create and maintain high-quality technical documentation.
• Proactively optimize support workflows and processes.

Kenntnisse

Technical Expertise

Database Handling

Integration Knowledge

Programming Skills (Python)

Language Skills (English & German)

Ausbildung

Bachelor’s degree in Computer Science or related field

Tools

MSSQL

PostgreSQL

ElasticSearch

Linux/Unix

Windows Server

Jobbeschreibung

Customer Care Supporter 2nd Level (m/f/d)

We at Viamedici are a leading global provider of Multi-Domain MDM, PIM, DAM, and Product Configuration/CPQ software. Headquartered in Ettlingen, Germany, we are an interdisciplinary team of around 150 employees. Our software helps global organizations digitize their product management, marketing, and sales processes. At Viamedici, you’ll have the opportunity to grow professionally by working on innovative projects in a highly dynamic environment—right at the forefront of technological and business optimization.

YOUR CHALLENGES

• Advanced Technical Support & Escalation Handling
  You act as the technical backbone of our Customer Care by supporting the 1st level team with complex issues and taking ownership of escalated tickets. You work directly with business customers to ensure fast, sustainable resolutions.
• Troubleshooting & Root Cause Analysis
  You analyze incidents in depth, identify root causes across system layers, and implement long-term solutions instead of quick fixes. You ensure that recurring issues are properly addressed and prevented.
• System & Environment Analysis
  You work within complex system landscapes, including cloud and on-premise environments, and use logs, monitoring tools, and database queries to diagnose issues effectively.
• Documentation & Knowledge Management
  You create, refine, and maintain high-quality technical documentation, ensuring that solutions are reusable and accessible for both internal teams and customers.
• Cross-Functional Collaboration & Communication
  You collaborate closely with Product, Development, and other internal teams to clarify issues, provide technical insights, and drive sustainable improvements.
• Continuous Improvement
  You proactively identify patterns in incidents, contribute to process improvements, and help optimize support workflows, tools, and knowledge bases.

STAND OUT WITH THESE QUALIFICATIONS

• Technical Expertise
  Strong knowledge of Linux/Unix and Windows server environments, including troubleshooting in distributed systems.
• Database & Data Handling
  Experience with databases such as MSSQL, PostgreSQL, and ElasticSearch, including querying and basic performance analysis.
• Integration & Data Formats
  Solid understanding of XML, JSON, and HTML, especially in the context of system integrations and data exchange.
• Programming & Scripting Skills
  Basic programming or scripting skills (e.g. Python) to support analysis and automation tasks.
• Education
  Bachelor’s degree in Computer Science, IT or a related field.
• Professional Experience
  At least 2 years of experience in technical support, ideally in a B2B or enterprise software environment.
• Language Skills
  You communicate fluently in English written and spoken, German is a plus.

THE BENEFITS WE OFFER YOU

• Company events
  Regular events to strengthen team spirit and provide networking opportunities.
• Opportunities for professional development
  We support your personal and professional growth with access to training and development programs, as well as a possibility for permanent hire after completing your internship.
• Dogsitting
  Bring your dog to the office and ensure they’re not left alone at home.
• High-quality hardware
  Receive top-notch equipment to support your work.
• JobRad
  Lease a bike at attractive conditions and commute sustainably or enjoy your leisure time.
• Working at eye level
  We value respectful interactions and foster open, transparent communication across all levels.
• Creative freedom
  Take the reins on tasks and projects, introduce your own ideas, and optimize processes and outcomes.
• E-learning
  Leverage interactive e-learning options to better understand our product and handle tasks like digitalizing paperwork, including privacy documentation.