Senior Support Engineer (f/m/d)

Merantix; Berlin; Hybrid; EUR 60.000 - 85.000; Vollzeit

Zusammenfassung

Merantix is seeking a Senior Support Engineer who will provide high-level technical support and mentor junior engineers. The role involves troubleshooting complex issues, enhancing customer engagement, and continuous process improvements in a fast-paced environment. Join an evolving team and take part in an exciting AI revolution while enjoying a comprehensive benefits package that includes flexibility in work hours, mental health support, and a generous vacation policy.

Leistungen

30 days of paid vacation

Fitness and wellness offerings

Mental health support

Subsidized company pension plan

Subsidized transportation ticket

Budget for technical equipment

Regular team events

Flexible working hours

Virtual Stock Option Plan

Bike Lease program

Qualifikationen

• Extensive experience in technical support with complex customer issues.
• Experience in supporting enterprise customers in dynamic environments.
• Strong analytical skills and comfort mentoring others.

Aufgaben

• Troubleshoot and resolve complex technical issues.
• Mentor junior team members and provide expert support.
• Collaborate with product teams for long-term solutions.

Kenntnisse

Linux

Python

Communication

Problem-solving

Mentoring

Ausbildung

Technical certifications (e.g., ITIL, HDI)

Tools

Docker

Kubernetes

Jobbeschreibung

Overview

As a Senior Support Engineer, you’ll play a key role in providing high-level technical support to our customers while also mentoring junior engineers and driving improvements in processes and service delivery. You will serve as a bridge between front-line support and engineering teams, working on complex technical issues, optimizing support operations, and ensuring an excellent customer experience.

This role is ideal for someone who thrives in a fast-paced environment, enjoys solving challenging problems, and is passionate about customer success.

Your Responsibilities

Advanced Technical Support

• Troubleshoot and resolve complex technical issues across our products and services.

• Act as a point of escalation for junior team members, providing expert-level support and guidance.

• Collaborate with Engineering and Product teams to identify root causes and ensure long-term solutions.

Customer Engagement

• Communicate with customers in a professional, empathetic, and clear manner.

• Take ownership of critical issues, driving them to resolution while maintaining transparency with the customer.

• Ensure a seamless and high-quality support experience from start to finish.

Knowledge Sharing & Documentation

• Document troubleshooting steps, solutions, and insights in our knowledge base.

• Mentor and train junior support engineers through hands-on collaboration and regular knowledge-sharing sessions.

Continuous Improvement & Collaboration

• Identify recurring issues and trends, and contribute to improving support processes and tools.

• Work closely with cross-functional teams to enhance product reliability and customer experience.

• Support internal initiatives to improve team performance and customer satisfaction metrics.

Your Profile

• Extensive experience in technical support, with a strong track record of handling complex customer issues.

• Proficient with Linux and Python.

• Experience in supporting enterprise customers in fast-paced or scale-up environments is a plus.

• Strong analytical and problem-solving skills.

• Comfortable mentoring others and leading by example.

• Experience contributing to process improvements and knowledge base development.

• Technical certifications (e.g., ITIL, HDI) are an asset.

• Experience in Docker/Kubernetes will be a plus.

• Excellent communication skills in English and German.

What you can expect from us

• Become part of an AI revolution!

• 30 days of paid vacation

• Access to a variety of fitness & wellness offerings via Wellhub

• Mental health support through nilo.health

• Substantially subsidized company pension plan for your future security

• Subsidized Germany-wide transportation ticket

• Budget for additional technical equipment

• Regular team events to stay connected

• Flexible working hours for better work-life balance and hybrid working model

• Virtual Stock Option Plan

• JobRad Bike Lease