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1 день назад

Technical Customer Support Representative (SaaS)

Формат работы
onsite
Тип работы
fulltime
Грейд
middle
Английский
b2
Страна
Germany
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR

Technical Customer Support Representative (SaaS): Providing second-level technical support for proprietary manufacturing software with an accent on troubleshooting complex database and web-based issues. Focus on resolving end-user inquiries, maintaining documentation, and ensuring high-quality service for clients in the DACH region.

Location: Must be based in Karlsruhe, Germany

Company

hirify.global empowers manufacturing businesses by providing industry-leading CPQ, PLM, and design solutions that accelerate the journey from idea to cash.

What you will do

  • Provide second-level technical support for the proprietary PRO.FILE software solution.
  • Identify, prioritize, and resolve complex end-user technical issues.
  • Reproduce software problems and create test cases in complex environments.
  • Author and maintain knowledgebase articles, FAQs, and functional documentation.
  • Perform software installations and application setups for clients.
  • Escalate issues according to established standards and procedures.

Requirements

  • Must be based in or able to work from Karlsruhe, Germany.
  • Professional proficiency in both German and English (spoken and written).
  • 2+ years of experience in customer-facing technical support.
  • Experience troubleshooting complex software, including database or web-based applications.
  • Analytical mindset with strong problem-solving capabilities.
  • Experience providing technical support for SaaS applications.

Nice to have

  • Experience with 3D CAD systems.
  • Knowledge of Salesforce and Atlassian Suite.
  • Understanding of networking topologies and protocols.
  • Experience creating AI prompts.
  • Bachelor's degree or equivalent.

Culture & Benefits

  • Standard working hours aligned with Central European Time (CET).
  • Opportunity to work with industry-leading manufacturing technology.
  • Collaborative environment focused on professional growth and knowledge sharing.
  • Commitment to EEO guidelines and inclusive hiring practices.

Hiring process

  • Completion of a 30-minute online pre-employment assessment.

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