Field Technology Support Analyst

Witan Search; Köln; Vor Ort; EUR 38.000 - 55.000; Vollzeit

Zusammenfassung

A leading company is seeking two Field Technology Support Analysts based in Europe to join their fast-growing support team. You will work with cloud-connected laundry systems, providing Tier 1 to 2 technical support and resolving issues onsite and remotely. Ideal candidates should have a background in IT or Networking and a passion for solving real-world technical challenges within a customer-oriented environment.

Qualifikationen

• Experience in technical support, field service, or customer-facing technology roles.
• Knowledge of IP configuration and Wi-Fi troubleshooting.
• Fluent in English; additional European languages are an advantage.

Aufgaben

• Provide Tier 1–2 technical support for connected laundry systems.
• Travel to customer sites across Europe for diagnostics and training.
• Log and track support issues using internal ticketing tools.

Kenntnisse

Technical support

Customer service

Networking fundamentals

Proactive problem-solving

Communication skills

Ausbildung

Degree in IT, Networking, Computer Science

Jobbeschreibung

Our client’s smart technology powers laundry operations across the globe, from laundromats and hotels to hospitals, universities, and apartment complexes. Their connected systems bridge the gap between cloud platforms and physical machines, offering real-time data insights, remote control, and a seamless user experience through web and mobile apps.

The Opportunity

We are hiring two Field Technology Support Analysts, one based in Northern Europe and one in Southern Europe, to join a fast-growing support team.

This is not a typical tech support role. You will be working with cloud-connected laundry systems where routers communicate directly with machines, and those machines talk to mobile and web platforms. You will diagnose, fix, and support these integrated systems both remotely and onsite across a wide range of commercial clients.

If you thrive at the intersection of hardware, cloud, and customer service and enjoy solving real-world technical challenges in the field, this role is for you.

Key Responsibilities

• Provide Tier 1–2 technical support for connected laundry systems including hardware, software, and cloud platforms
• Troubleshoot IoT device issues including network connections, routers, gateways, and Wi-Fi-enabled machinery
• Support end users on web and mobile platforms, ensuring smooth system performance and a high-quality user experience
• Travel to customer sites across Europe to provide hands-on diagnostics, training, and issue resolution
• Collaborate with engineering and product teams to escalate and resolve complex technical problems
• Log and track support issues using internal ticketing tools
• Deliver onboarding, training, and documentation to empower users and reduce support needs
• Provide field feedback to improve product development and support documentation
• Participate in occasional after-hours and weekend support as needed
• Travel requirement : up to 25–30 percent, mostly within Europe

Skills and Experience

• Experience in technical support, field service, or customer-facing technology roles.
• Knowledge of networking fundamentals such as IP configuration, Wi-Fi troubleshooting, and local network setup.
• Familiarity with IoT, cloud-based systems, or smart hardware environments
• Ability to work across hardware, app, and software diagnostics.
• Strong communication skills with the ability to explain technical issues to non-technical users.
• Proactive and self-motivated with strong problem-solving abilities
• A degree or technical qualification in IT, Networking, Computer Science, or a related field is preferred.
• Fluent in English; additional European languages are an advantage.