Technical Support Engineer (m/f/x) Dortmund, Germany (hybrid) View position

sovity GmbH; Dortmund; Vor Ort; EUR 52.000 - 70.000; Vollzeit

Zusammenfassung

sovity GmbH is seeking a technically skilled Technical Support Engineer to serve as the central technical contact for customers, focusing on incident management, error analysis and resolving issues in our cloud-based SaaS solutions.

You will prioritize incidents, analyze and coordinate across teams, improve processes, expand the knowledge base and contribute to customer success with a hands-on, proactive approach in a startup environment.

Qualifikationen

• At least 2 years of professional experience in technical support, cloud engineering or system integration.
• Completed training or degree in application development, system integration or a comparable qualification.
• Technical proficiency with Grafana, Kubernetes, Docker, Java, REST APIs, Azure, GitHub or Postman.
• Structured thinking and strong problem-solving abilities.
• Strong customer focus and service orientation.
• Excellent communication skills in German and English.
• Curiosity and motivation to learn new components.
• Commitment to a startup environment with an ownership mentality.
• A proactive, hands-on approach to problem-solving.

Aufgaben

• Prioritising and handling incoming customer incidents
• Analysing and resolving incidents in our cloud and SaaS services
• Coordinating between customer support and technical teams for issue resolution
• Regularly reviewing and improving existing support processes
• Expanding our knowledge base for troubleshooting and enhancing customer documentation
• Ensuring an excellent customer experience through high-quality solutions
• Proactively engaging with our customers to build strong relationships
• Developing strategies to improve customer retention and satisfaction
• Contributing product improvements and customer requirements to Customer Success Management and Product Development

Kenntnisse

Problem solving

Structured thinking

Ownership mentality

Hands-on approach

German-English communication

Ausbildung

Training or degree in application development or system integration

Tools

Grafana

Kubernetes

Docker

Java

REST APIs

Azure

GitHub

Postman

Jobbeschreibung

Would you like to put your technical and analytical skills to the test and contribute your strengths in software engineering and consulting? Are you interested in a real start-up culture with the backing of strong investors and want to become part of a young team of experts?

As our Technical Support Engineer you are the central technical contact for our customers — focused on incident management, error analysis and resolving issues in our cloud-based SaaS solutions, with the potential to grow into a Service Desk lead role.

Your role with us

• Prioritising and handling incoming customer incidents

• Analysing and resolving incidents in our cloud and SaaS services

• Coordinating between customer support and technical teams for issue resolution

• Regularly reviewing and improving existing support processes

• Expanding our knowledge base for troubleshooting and enhancing customer documentation

• Ensuring an excellent customer experience through high-quality solutions

• Proactively engaging with our customers to build strong relationships

• Developing strategies to improve customer retention and satisfaction

• Contributing product improvements and customer requirements to Customer Success Management and Product Development

What you bring with you

• At least 2 years of professional experience in technical support, cloud engineering or system integration

• Completed training or degree in application development, system integration or a comparable qualification

• Technical proficiency with tools like Grafana, Kubernetes, Docker, Java, REST APIs, Azure, GitHub or Postman

• Structured thinking and strong problem-solving abilities

• Strong customer focus and service orientation

• Excellent communication skills in German and English

• Curiosity and motivation to learn new components

• Commitment to a startup environment with an ownership mentality

• A proactive, hands-on approach to problem-solving

What we offer you

• An established knowledge base and an experienced support team

• Your choice of device (MacBook, Lenovo, etc.), 3 monitors and height-adjustable desks

• Flat hierarchies, agile work and opportunities to help shape the company

• Access to AI tools including GitHub Copilot and ChatGPT

• Employee share program (VESOP)

• Flexible working hours & hybrid work

• Regular team events and an open feedback culture

• A personalised buddy system for onboarding

• Complimentary beverages and snacks