Technical Support Specialist
hace 2 días
We are seeking a highly skilled Technical Support Specialist to join our team at Software & Support Media GmbH. As a key member of our Unicorn Pre-IPO Global Customer Technical Support Team, you will play a critical role in helping our customers overcome complex technical issues.
Key Responsibilities- Collaborate with customers to troubleshoot and resolve complex software issues, focusing on code-related areas.
- Reproduce issues, replicating customer environments as needed.
- Document issues and contribute to our internal team documentation.
- Work closely with Engineering to provide solutions and participate in new product development.
- Provide Root Cause Analysis when requested and analyze performance questions that may arise along the data path.
- Offer technical expertise during testing, deployment, and upgrading of software.
- Manage critical customer issues, facilitating communication between customers, CloudOps, Engineering, Product, and Sales.
- Serve as the customer advocate for timely resolution of issues and handling escalations.
- Bachelor of Science in Computer Science.
- Prior experience in Software Development that will be leveraged to help resolve tickets mainly related to software modules and client libraries.
- Experience in customer-facing roles such as support or customer success.
- Strong technical background with excellent problem-solving and multi-tasking skills.
- Expert working knowledge in Linux/Unix and networking (TCP/IP).
- Proficiency in communication and presentation, both written and verbal (in English).
- High availability and commitment to customers at any time.
- Master's degree in computer science.
- Experience with NoSQL databases (especially software).
- Experience working in both cloud-based and on-premise service and technology environment, including clusters.
- Experience working with container orchestration environments, such as Kubernetes.
We are a global company that values a culture of curiosity, diversity of thought, and innovation from our employees, customers, and partners. We are committed to a diverse and inclusive work environment where all employees' differences are celebrated and supported, and everyone feels safe to bring their authentic selves to work.
We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law.
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