Technical Support Specialist (DACH)

TL;DR

Technical Support Specialist (DACH): Provide customer support via calls and email, taking ownership of tickets and troubleshooting Windows issues with an accent on cross-functional problem resolution and knowledge sharing. Focus on coordinating with Engineering, Customer Success, QA, and Product Management to improve release outcomes and deliver technical training for internal and partner teams.

Location: Hybrid from Berlin, Germany or remote from Germany

Company

hirify.global provides an IT operations platform for endpoint management, patching, backup, and remote access.

What you will do

• Handle customer calls and email correspondence, prioritizing and owning support tickets under Support Leadership guidance.
• Provide prompt, accurate follow-up and work effectively with limited supervision.
• Troubleshoot customer issues with strong Windows proficiency; use Mac troubleshooting and Linux troubleshooting as needed.
• Collaborate with Engineering, Customer Success, QA, and Product Management to resolve critical product issues and reduce problem-resolution cycle time.
• Create and deliver product/technology training for internal and external partner teams, and share resolutions/workarounds (including knowledge base articles).

Requirements

• German and English fluency (German required; English required).
• Ability to work a set schedule during office hours, Monday to Friday.
• 2+ years of experience in a customer service/support-related role.
• Strong Windows troubleshooting skills (e.g., registry, services) and working knowledge of macOS; Linux troubleshooting experience desired.
• Proficiency with ticketing/support workflows; Zendesk experience is a plus.
• Good judgment for prioritizing by customer impact and strong interpersonal/team skills.

Culture & Benefits

• Hybrid office options to balance personal life and work.
• Lunch covered at the office three times per week.
• Training and skill development via a dedicated training platform.
• Competitive compensation and access to a corporate benefits platform with brand discounts.
• Work in Berlin near Alexanderplatz with an international, intercultural workforce.

Hiring process

• Submit an application via the provided link.
• Interviews and evaluation of fit for the support role and technical troubleshooting capabilities.