Head Of Support

Alexander Daniels Global; Remote; EUR 100.000 - 125.000; Vollzeit

Zusammenfassung

A technology recruitment firm is seeking a Head of Support for a growing industrial software company in Germany. This newly created role offers the opportunity to build the Support function from scratch, handling customer issues directly while designing scalable processes. The ideal candidate will have several years of technical B2B support experience, excellent German and English language skills, and the ability to work in complex IT environments. This position allows for both strategic responsibility and hands-on impact.

Qualifikationen

• Several years of experience in technical B2B support for complex software products.
• Strong understanding of modern IT environments including on-premise and cloud deployments.
• Hands-on experience with ticketing systems and strong ability to triage support requests.

Aufgaben

• Build and own the Support function from scratch.
• Actively resolve customer support tickets.
• Create and maintain a scalable knowledge base.

Kenntnisse

Technical B2B support experience

Operational execution

Process and team building

Analytical and troubleshooting skills

Experience with APIs and integrations

German language proficiency

English language proficiency

Tools

Jira Service Management

Knowledge base tools

Jobbeschreibung

Head of Support (Manufacturing Software) - Remote work is possible, provided you are able and willing to travel ocassionaly to Darmstadt

About the Role

We're working with a growing industrial software company that is building its Support function from the ground up. This is a newly created role, offering a rare opportunity to take full ownership of Support - from handling customer tickets yourself to designing the systems, processes, and standards that will scale with the business.

This role is highly hands‑on in its early phase. You will actively work on customer issues while laying the foundation for a professional, data‑driven Support organisation.

Your Responsibilities

• Build and own the Support function from scratch, including structure, workflows, tooling, and quality standards
• Actively handle and resolve customer support tickets, leading by example with a hands‑on approach
• Own end‑to‑end customer communication, ensuring fast, clear, and solution‑oriented responses
• Partner closely with Product Management and Engineering to turn customer issues into structured product feedback
• Define clear triage, escalation, and handover processes between Support, Professional Services, and Engineering
• Create and maintain a scalable knowledge base and internal/external support documentation
• Monitor and analyze support metrics, identifying trends and continuously improving support performance

Your Profile

You have a strong technical background and are comfortable operating in complex B2B software environments. You enjoy combining operational execution with process and team building.

You bring:

• Several years of experience in technical B2B support for complex software products with enterprise manufacturing customers
• Strong technical understanding of modern IT environments, including:
• On‑premise and cloud deployments
• Containerized environments, identity management, and networking basics
• Public cloud platforms such as AWS, Azure, or GCP
• Hands‑on experience with ticketing and helpdesk systems (e.g. Jira Service Management or similar) and knowledge base tools
• Strong ability to triage and classify support requests, distinguishing clearly between product support and service or project work
• Experience working with or around APIs, integrations, and custom extensions; exposure to industrial, CAD, 3D, or digital solutions is a plus

What You Bring Beyond the Basics

• Experience building or significantly improving Support processes for technically demanding B2B industrial products
• Strong analytical and troubleshooting skills, including log analysis and understanding customer system landscapes
• The ability to work closely with customers to isolate system, integration, or environment‑specific issues
• Experience collaborating with Product and Engineering teams via structured escalation and feedback loops
• Clear, confident communication with technical stakeholders
• A structured, analytical mindset - even when information is incomplete
• A strong sense of ownership, customer focus, and willingness to stay hands‑on
• Very good German and English skills, written and spoken

Why This Role

• Greenfield opportunity to build a Support department from zero
• High ownership and visibility within the organisation
• Technically complex product with enterprise customers
• Close collaboration with Product and Engineering
• Combination of strategic responsibility and hands‑on impact