Technical Support Engineer

HappyGlobal Service; Frankfurt; On-site; EUR 42,000 - 62,000; Full time

Job summary

HappyGlobal Service is seeking a Technical Support Specialist to handle complex inquiries and provide advanced troubleshooting. You will diagnose hardware, software, and application issues, assist with installation and calibration, and document cases for escalation if needed.

Strong German language skills are required; Chinese is a plus. A customer-focused, analytical, and independent teammate who can also collaborate with cross-functional teams is ideal for this role.

Qualifications

• Solid technical understanding (e.g. mechanics, electronics, software or similar products).
• Experience in technical support, after-sales service, or a related role is advantageous.
• Structured, analytical and solution-oriented working style.

Responsibilities

• Handle technical customer inquiries as part of 2nd-level support via ticket system, phone and live chat.
• Diagnose and resolve hardware-, software-, and application-related issues.
• Support customers with installation, setup, calibration and troubleshooting.
• Clearly document support cases and ensure solution-oriented follow-up or escalation.
• Work closely with General Customer Service, Service Operations, and internal technical and quality teams.

Skills

Technical knowledge

Customer support

Analytical thinking

Troubleshooting

Job description

As a Technical Support Specialist, you will handle more complex technical inquiries and support customers with advanced troubleshooting:

• Handling technical customer inquiries as part of 2nd-level support via ticket system, phone, and live chat
• Diagnosing and resolving hardware-, software-, and application-related issues
• Supporting customers with installation, setup, calibration, and troubleshooting
• Clearly documenting support cases and ensuring solution-orieinted follow-up or escalation
• Working closely with General Customer Service, Service Operations, and internal technical and quality teams

Qualifications

Languages

• Excellent German skills (written and spoken)
• Chinese is a plus, but not required

• Solid technical understanding (e.g. mechanics, electronics, software, or similar technical products)
• Experience in technical support, after-sales service, or a related role is an advantage
• Structured, analytical, and solution-oriented working style

Personality

• Customer-focused with a strong technical problem-solving mindset
• Team player who can also work independently and responsibly
• Calm and professional when handling complex or time-sensitive cases