Technical Support Engineer (f/m/d)

Key Responsibilities

Technical Support & Escalation

• Serve as the primary escalation point for complex, high-priority, or client-critical technical issues.

• Diagnose and resolve advanced technical problems across software, infrastructure, and network layers.

• Manage and track support tickets end-to-end using Jira Service Management, ensuring timely and accurate resolution.

• Coordinate with development, systems, and project teams to resolve cross-functional technical issues.

• Communicate issue status, root cause analyses, and resolution plans clearly to clients and internal stakeholders.

Process Improvement & Quality

• Define, implement, and continuously improve technical support processes, workflows, and escalation procedures.

• Monitor support metrics, including ticket volume, resolution time, CSAT, and SLA compliance, and report regularly to leadership.

• Conduct post-incident reviews and root cause analyses to prevent recurring issues.

• Drive proactive support initiatives to reduce ticket volume and improve system reliability.

• Ensure that support activities are properly documented and follow internal information security policies and applicable ISO 27001:2022 requirements.

Client & Stakeholder Management

• Build and maintain strong relationships with clients, ensuring a high standard of service delivery and satisfaction.

• Act as the technical liaison between clients and internal teams during critical incidents and project go-lives.

• Participate in client onboarding by providing technical walkthroughs and supporting the setup of services and processes.

• Coordinate support handovers and coverage between our teams in Germany and Pakistan.

Systems & Tools Administration

• Oversee the configuration and maintenance of support tools, including Jira Service Management and related platforms.

• Assist with system monitoring, alerting setup, and incident detection across infrastructure environments.

• Contribute to IT operations tasks, including server maintenance, deployments, and environment troubleshooting as needed.

Requirements

• 3+ years of experience in technical support

• Proven experience leading or managing a technical support team and delivering services based on SLAs.

• Hands-on experience with Jira Service Management or a comparable ticketing platform is required.

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.

Technical Skills

• Strong troubleshooting skills across Windows and Linux environments, web applications, APIs, and networking.

• Proficiency in Jira and Confluence for ticket management, documentation, and reporting.

• Familiarity with monitoring tools, log analysis, and incident management practices.

• Understanding of cloud infrastructure and basic DevOps concepts is a plus.

Soft Skills & Competencies

• Strong leadership skills with the ability to motivate, guide, and develop a technical team.

• Excellent verbal and written communication skills in English, with confidence in client-facing interactions.

• Calm under pressure, with strong analytical and problem-solving abilities.

• Highly organized, detail-oriented, and able to manage multiple priorities simultaneously.

• Collaborative mindset and the ability to work effectively across departments and international offices.

Join salestech Data & AI

We offer you a steep learning curve and plenty of opportunities for professional development in a flexible and positive working environment. You will work with a dynamic and international team of open-minded colleagues who are great to work with and always willing to support one another.

At our Karlsruhe office, we regularly organize after-work events, team excursions, and other opportunities to connect beyond day-to-day work. We provide fresh fruit and vegetables, a professional coffee machine, and homemade smoothies every day. Our office also includes an on-site gym and a yoga room where you can relax and take a break. You can look forward to a modern office with a rooftop terrace and impressive views over Karlsruhe.