Technical Support Engineer (German-speaking) –SaaS & AI

Zendesk; Jonesboro (TX); Remote; USD 60,000 - 90,000; Full time

Job summary

A leading technology company is seeking a Technical Support Engineer to provide exceptional technical guidance to customers. The ideal candidate will possess 4+ years of technical support experience and be fluent in both English and German. Responsibilities include managing customer issues, effectively communicating across various channels, and building trusted relationships. This role supports a flexible work-from-home model originating from specific locations.

Qualifications

• 4+ years of technical support experience required.
• Must be fluent in English and German.
• Strong customer service skills needed.

Responsibilities

• Provide technical guidance and support to users.
• Manage customer issues and resolve escalations.
• Communicate effectively with customers across various channels.

Skills

Technical support experience

Fluency in English

Fluency in German

Excellent communication skills

Organizational skills

Problem-solving skills

Tools

GSuite

Slack

Confluence

Job description

We are looking for a support guru (German speaking) who thrives on providing technical guidance through many different channels of communication including messaging (live and asynchronous conversations), email, phone, video conference, and forums. You are able to understand customer needs, anticipate their challenges, advocate internally for solutions, and communicate effectively to provide the best possible customer experience.

We offer a flexible working from home model either from Portugal or Ireland.

As a Technical Support Engineer:

• You are an integral member of a highly technical team dedicated to delivering technical support and guidance.
• You take ownership of customer issues through resolution, are empathetic, responsive, resourceful, and see the support experience through our customers’ eyes.
• You are an outstanding communicator, both written and verbal — you get your message across simply and build trusted relationships at all levels.
• You are a master of prioritization. You can juggle customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation.
• Ability to empower end-users to support themselves using our knowledge base.
• A desire to learn, master and teach across technical fields.

Requirements:

• At least 4+ years of technical support experience
• Fluent in English and German (written and spoken)
• Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful and conscientious
• Excellent organisational, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles
• A strong sense of urgency
• Ability to empower end-users to support themselves using our knowledge base
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• A desire to learn, master and teach
• Innovative thinking - “how can we” attitude
• Strong tools knowledge around GSuite, Slack, Confluence

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [e-mail] with your specific accommodation request.