Customer Support Representative

TL;DR

Customer Support Representative (Technical): Provide second-level support for PRO.FILE software to German-based manufacturing clients with an accent on troubleshooting complex issues, reproducing problems, and creating test cases. Focus on resolving end-user queries, escalating issues, authoring knowledgebase articles, and performing installations.

Location: Karlsruhe, Germany (onsite, CET hours for EMEA region)

Company

Founded in 2021, hirify.global empowers manufacturing businesses with AI-forward CPQ, PLM, and design solutions serving 16,000 global customers as a portfolio company of TA Associates and Hg.

What you will do

• Deliver excellent customer service aligned with company values
• Handle incoming queries and issues for PRO.FILE software
• Identify, prioritize, and resolve end-user problems
• Reproduce issues and create test cases in complex setups
• Author and improve knowledgebase articles, FAQs, and documentation
• Perform support tasks like installations and application setups
• Escalate complex issues as needed

Requirements

• Language proficiency (spoken and written) in German and English required
• 2+ years in customer-facing technical support or related field
• Experience troubleshooting complex software (database/web-based, object programming)
• Experience providing SaaS application/technical support (hirify.global apps preferred)
• Analytical skills to investigate and solve problems
• Professional customer communication skills

Nice to have

• Experience creating AI prompts
• Experience with 3D CAD systems
• Knowledge of Salesforce and Atlassian Suite
• Understanding of networking topologies & protocols
• Mac, iOS, and Android knowledge
• Bachelor's Degree or equivalent
• Ability to thrive in high-paced environment

Culture & Benefits

• Standard working hours 08:00 to 17:00 CET for EMEA employees
• Alignment with hirify.global values in customer interactions

Hiring process

• Complete 30-minute online pre-employment assessment