Technical Support Specialist (Hospitality) German Speaking - All Genders

Location: Candidates must be located in Berlin, Germany. The role includes remote and on-site customer engagements.

Company

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

What you will do

• Provide premium technical support and white-glove service to strategic hospitality accounts through email, phone, video, and on-site engagements.
• Troubleshoot complex issues, manage high-stakes technical escalations end to end, and coordinate executive communications and stakeholder feedback.
• Partner with Implementation teams and Strategic Account Managers to support account transitions, daily operations, risk mitigation, and customer success.
• Lead customer meetings, account health reviews, feature adoption initiatives, and training sessions for new and existing client staff.
• Document account complexities, resolutions, troubleshooting guides, testing procedures, and software defects for global Support teams.
• Share customer insights with Product and Development teams and build expertise across hirify.global hospitality platforms.

Requirements

• Location in Berlin is required.
• Excellent verbal and written communication skills in German and English are required.
• Extensive experience in technical customer support and proven troubleshooting experience in a senior support position.
• Prior experience in the hospitality industry and strong problem-solving skills for POS environments.
• Ability to prioritize and self-manage emails, calls, meetings, and on-site visits according to customer commitments.
• Strong computer skills, working knowledge of macOS, and the ability to manage technical escalations and identify growth opportunities.

Nice to have

• Networking or network support experience.
• Understanding of SaaS APIs and experience supporting them.
• Previous consulting experience.

Culture & Benefits

• Equity grants through Restricted Share Units for employees.
• Health and wellness credit and access to professional or coaching services through health apps.
• Career development opportunities, internal moves, and new challenges.
• One paid day per year for volunteering.
• Inclusive and barrier-free workplace with accommodations available during the selection process.