Technical Support Specialist (Hospitality) German Speaking (Hospitality)

Location: Berlin, Germany. The role includes customer meetings, support calls, and occasional on-site engagements.

Company

hirify.global provides a cloud commerce platform that unifies online and physical operations for retail, hospitality, and golf businesses in more than 100 countries.

What you will do

• Provide premium technical assistance and white-glove customer service to strategic hospitality accounts through email, phone, video, and on-site engagements.
• Manage complex technical escalations, diagnose root causes, coordinate resolutions, and communicate with executives and stakeholders.
• Partner with Strategic Account Managers and Implementation teams to manage account operations, warm handoffs, customer meetings, and risk mitigation.
• Help customers optimize business processes, adopt relevant product features, and maximize the value of the hirify.global POS ecosystem.
• Deliver training for new and existing customer staff and maintain account-specific documentation, troubleshooting guides, testing procedures, and defect records.
• Share customer insights with Product and Development teams to support product enhancements and improve the user experience.

Requirements

• German and English proficiency required; additional languages are a bonus.
• Extensive customer service experience in a technical support role and prior hospitality industry experience.
• Proven troubleshooting and problem-solving skills in a senior support position.
• Ability to prioritize and self-manage emails, calls, video meetings, customer meetings, and on-site visits.
• Strong computer skills, working knowledge of macOS, and flexibility to work varying schedules because support operates continuously.
• Ability to manage technical escalations for at-risk accounts and identify growth opportunities.

Nice to have

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

Culture & Benefits

• Inclusive workplace with accommodations available throughout the selection process.
• Restricted Stock Units and health and wellness credit for employees.
• Career development opportunities, internal mobility, and new challenges across the organization.
• One paid volunteer day per year.
• Access to professional and coaching services through health apps, with benefits varying by country.