Support Analyst

Axiell Group; Lunds kommun; On-site; SEK 420,000 - 540,000; Full time

Job summary

Axiell Group in Lund, Sweden seeks a German-speaking Support Analyst to join our international support team. You will support customers in the German market, troubleshoot issues in Quria and Arena, and maintain strong customer relationships.

You will collaborate with Support, Product Management, Operations and R&D to deliver efficient solutions and grow your skills in a global library technology environment.

Qualifications

• Fluent German and English, both written and spoken.
• Strong troubleshooting and problem-solving skills.
• Experience managing and prioritizing multiple support cases.
• Excellent communication with both technical and non-technical stakeholders.
• A structured and proactive approach to customer case management.
• Ability to collaborate across teams, functions and countries.

Responsibilities

• Manage support cases from initial investigation through resolution or escalation.
• Troubleshoot functional and technical issues in Quria, Arena and related solutions.
• Analyze system behavior, configurations, integrations and customer environments.
• Communicate professionally with customers throughout the support process.
• Prioritize cases based on impact, urgency and service commitments.
• Collaborate with internal specialists, Product Management and Development teams.
• Work with third-party vendors when needed to resolve customer issues.
• Contribute to knowledge sharing, documentation and continuous improvement initiatives.

Skills

Fluent German

Fluent English

Troubleshooting

Support case management

Communication skills

Cross-functional collaboration

Learning mindset

Ticketing systems

Tools

Ticketing systems

Job description

At Axiell, we bring together librarians, archivists, system developers and designers to shape the future of information management. Together with over 13,000 customers — libraries, museums, archives and schools across 60 countries — we build innovative digital tools that enhance everyday interactions with visitors and communities.

We are now looking for a German-speaking Support Analyst to join our international support team in Lund, Sweden.

About the Role

In this role, you will support customers primarily in the German market, working with Quria and Arena, Axiell's modern library solutions. You will investigate, troubleshoot and resolve customer issues while delivering a high level of service and maintaining strong customer relationships.

You will act as the bridge between customers and internal teams, collaborating closely with Support, Product Management, Operations and R&D to ensure efficient and sustainable solutions.

Your Responsibilities

• Manage support cases from initial investigation through resolution or escalation
• Troubleshoot functional and technical issues in Quria, Arena and related solutions
• Analyze system behavior, configurations, integrations and customer environments
• Communicate professionally with customers throughout the support process
• Prioritize cases based on impact, urgency and service commitments
• Collaborate with internal specialists, Product Management and Development teams
• Work with third-party vendors when needed to resolve customer issues
• Contribute to knowledge sharing, documentation and continuous improvement initiatives

Who We Are Looking For

You are analytical, structured and customer-focused. You enjoy solving problems, understanding how systems work and helping customers succeed.

You may come from a software support, application support or technical customer service background. We also welcome candidates from the library sector who have a strong technical interest and want to develop further within software support.

What You Bring

• Fluent German and English, both written and spoken
• Strong troubleshooting and problem-solving skills
• Experience managing and prioritizing multiple support cases
• Excellent communication skills with both technical and non-technical stakeholders
• A structured and proactive approach to customer case management
• Ability to collaborate across teams, functions and countries
• A continuous learning mindset and curiosity for technology
• Proficiency in Swedish, French, Norwegian, or Finnish is considered a merit, but is not a requirement.

Valuable Experience

Experience in one or more of the following areas is considered beneficial:

• Public libraries and library workflows
• Library management systems or library service platforms
• Axiell Quria and/or Arena
• SaaS and cloud-based applications
• APIs, integrations and system interfaces
• SIP2, RFID and self-service solutions
• Log analysis and software troubleshooting
• Ticketing and service management systems
• Software defect investigation and documentation
• Collaboration with external solution providers

Why Join Axiell?

At Axiell, you will become part of a collaborative, international organization where technology and culture meet. We offer flexible working arrangements, opportunities for professional development, and the chance to make a real impact for libraries and communities worldwide.

Ready to join us? We'd love to hear from you.