Customer Support - Troubleshooting (m/f/d)

Customer Support - Troubleshooting (m/f/d)

• Nuremberg

Who we are:

With several hundred thousand servers in operation, Hetzner is one of the largest web hosting providers and data center operators in Europe. We provide our customers with high-tech products we develop in house, and with reliable infrastructure at fair prices. More than 450 Hetzner employees work every day to help shape the digital future and provide our customers with simple, efficient solutions to complex problems. Do you love technology, enjoy tackling difficult challenges, and want to have a real impact on customer satisfaction? Then join our Support team! You’ll help customers solve technical issues with our hosting products, dig into problems, and find pragmatic solutions.

Your responsibilities:

• Handle and fix technical requests with our hosting and cloud products via phone, email, and ticket system
• Analyze and independently fix issues; collaborate with specialist departments when needed
• Document solutions and actively help to shape our knowledge base
• Share customer feedback to continuously improve our products and services
• Communicate with customers in a friendly, clear, and solution‑oriented manner

What impresses us:

• Strong technical interest; experience in hosting, data centers, or server administration is a plus
• Experience in technical support is great — but we also welcome people who are changing careers and are willing to learn new things!
• Excellent German skills and good English skills
• Customer service skills (empathy for customer & joy in solving problems)
• Independent, structured work style and ability to work well in a team
• Willingness to work shifts (including weekends and public holidays)

The work environment at Hetzner:

At Hetzner Online, your tasks will be exciting, challenging, and varied. Our corporate philosophy emphasizes personal interaction, efficient decision making processes, and a strong DIY mentality. In addition to numerous social benefits, flexible working hours (where feasible), and opportunities for both professional and personal development, we can offer you an attractive salary.

Do you have any questions? Feel free to reach out to us at or call our contact person for this position.

Benefits:

• 6 weeks of vacation and time off in lieu for 100% of overtime worked
• Free resources for your projects
• Option to work remotely up to two days per week
• We support your family with up to €100 per child
• Barbecues, game nights, team events—we celebrate together
• €800 donation budget per year for your favorite project
• Generous annual profit sharing based on the company's success