Support Engineer* (ARIS)

Software AG; Deutschland; Hybrid; EUR 45.000 - 65.000; Vollzeit

Zusammenfassung

A leading company in Process Intelligence is seeking a Support Engineer to join their ARIS Global Support team for one year. In this role, you'll help improve user experiences with their business solutions, diagnose technical issues, and enhance support processes in a dynamic, hybrid work environment.

Leistungen

Competitive total compensation

Hybrid Working Model with remote work options

One-time hybrid work payment for home office setup

Employee Assistance Program

Qualifikationen

• Experience in customer support or a technical support role.
• Familiarity with troubleshooting software issues.
• Strong commitment to providing an exceptional customer experience.

Aufgaben

• Handle customer inquiries via ticket system, e-mail, and phone.
• Diagnose and troubleshoot product-related issues.
• Collaborate closely with global ARIS teams.

Kenntnisse

Troubleshooting

Customer Experience

Analytical Thinking

Communication

Problem Solving

Ausbildung

Bachelor's degree in Computer Science, Engineering, Information Technology

Tools

AWS

Microsoft Azure

Jobbeschreibung

Location(s): Saarbrücken*

ARIS, the Process Intelligence leader and part of Software GmbH, helps organizations turn their processes into value. By managing the entire process lifecycle with a single, integrated suite, ARIS enables companies to define, analyze, simulate, optimize and control their processes.

ARIS is consistently recognized by Gartner and Forrester as a leader in Process Intelligence and Process Mining and is trusted by thousands of businesses across finance, healthcare, manufacturing, retail and others to improve and reinvent their business.

For more information, visit www.ARIS.com and follow ARIS on LinkedIn.

Be you, join us.

We are seeking a motivated and skilled Support Engineer to join the ARIS Global Support team for a planned duration of one year. As part of a dynamic and collaborative team, you will contribute to the ongoing success of ARIS by helping users effectively utilize our business process management and process mining solutions and by supporting continuous service improvement and transformation initiatives.

Essential Functions

• Be part of our international ARIS Global Support team
• Handle customer inquiries via ticket system, e-mail and phone to address product and technical issues efficiently
• Provide guidance on ARIS product features, functionality and troubleshooting
• Ensure proactive communication and timely, clear and friendly responses to achieve customer satisfaction
• Diagnose and troubleshoot product-related issues to identify root causes
• Assist customers in problem-solving by applying product and technical knowledge
• Work with logs, scripts or configurations to identify solutions
• Develop a deep understanding of ARIS product's architecture, functionality and configuration options
• Keep up-to-date with product releases and improvements to provide relevant support to our customers
• Collaborate closely and proactively with other global ARIS teams (Engineering, Cloud Operations, Product Management and Customer Success Management)
• Identify patterns in support requests to proactively address recurring issues
• Contribute to improving support processes and workflows to enhance efficiency and response times
• Actively participate in training sessions and knowledge-sharing initiatives to refine best practices

Minimum Requirements

• Bachelor's degree in Computer Science, Engineering, Information Technology or equivalent experience
• Experience in customer support or a technical support role in a software or tech environment
• Familiarity with troubleshooting software issues and working with logs
• Strong commitment to providing an exceptional customer experience
• Ability to listen actively, communicate empathetically and address customer issues patiently and professionally
• Excellent verbal and written communication skills in English, able to explain complex technical concepts to a non-technical audience
• Comfortable in navigating customer interactions, even in challenging situations
• Willingness to learn and understand product details
• Eager to stay informed about product updates and integrate this knowledge into support practices
• Analytical thinking, strong problem-solving skills, both independently and as part of a team
• Understanding of software development methods
• Experience with basic Cloud concepts such as Multi-tenancy, Clustering, Micro-service architecture, containerization, orchestration and cloud technologies
• Commitment and team spirit

Nice to Have

• Cloud providers experience such as AWS and Microsoft Azure and their technologies
• ARIS product, installation, administration and configuration knowledge

What's in it for you?

• Earn competitive total compensation and receive comprehensive country-specific medical and other benefits.
• Enjoy time and location flexibility with our Hybrid Working Model, which allows a remote workshare of up to 60%. Work anywhere in your country or abroad for up to 10 days per year.
• Set yourself up for success in your new role by upgrading your home office space using your one-time hybrid work payment.
• Lean on the Employee Assistance Program for support during some of life's most common but difficult challenges.

INTERESTED?

We look forward to receiving your complete application documents. Your application should include a short covering letter, a CV in tabular form and your training and work references.

Your contact:
Unai Manzano, TA Partner

* f/m/d - Diversity matters!

At Software AG we are committed to providing an environment of mutual respect and fairness where equal employment opportunities are available to all applicants and employees without regard to race, colour, religion, gender, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, and any other characteristic protected by applicable law.

We believe that diversity, equity, and inclusion is critical to our success as a global company, and we seek to recruit, compensate, develop, promote, and retain the most talented people from a diverse candidate pool.

To all recruitment agencies: Software AG does not entertain unsolicited CVs without prior approval from Software AG's Talent Acquisition Team. Kindly refrain from sending CVs to our job's alias, Software AG employees, or any other organizational location without explicit consent. Software AG assumes no responsibility for any fees associated with unsolicited CVs.

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