Technical Support Specialist (Hospitality), German Speaking

Location: Berlin, Germany; the role includes remote and on-site customer engagements.

Company

hirify.global provides a cloud commerce platform that unifies online and physical operations, multichannel sales, payments, financial solutions, and supplier networks for retail, hospitality, and golf businesses.

What you will do

• Provide premium technical assistance and white-glove service to strategic hospitality accounts through email, phone, video, and on-site engagements.
• Troubleshoot complex technical issues, manage high-stakes escalations, and coordinate resolutions with stakeholders and executives.
• Partner with Implementation teams and Strategic Account Managers to deliver smooth account transitions and manage ongoing customer needs.
• Lead customer meetings, account health reviews, feature-adoption initiatives, and training sessions for new and existing customer staff.
• Identify business-process improvements and growth opportunities that help customers maximize the value of the hirify.global ecosystem.
• Document account complexities, maintain troubleshooting and testing guides, track software defects, and share product feedback with Product and Development teams.

Requirements

• Located in Berlin, Germany.
• Excellent verbal and written communication skills in German and English.
• Extensive customer service experience in a technical support role, preferably with prior hospitality industry experience.
• Proven troubleshooting and problem-solving skills in a senior support position.
• Ability to prioritize and self-manage emails, phone calls, video calls, meetings, and on-site visits according to customer commitments.
• Strong computer skills, working knowledge of macOS, technical escalation management experience, and flexibility to work varied schedules.

Nice to have

• Networking or network support experience.
• Knowledge of SaaS APIs and experience supporting API-related issues.
• Previous consulting experience.

Culture & Benefits

• Inclusive workplace with accommodations available throughout the selection process.
• Restricted Share Units for employees.
• Health and wellness credit, plus access to professional and coaching services through health apps.
• Career development opportunities, internal mobility, and access to new challenges.
• One paid volunteer day per year and additional benefits that vary by country.