L2 ITSM Support Engineer

In this role you will act as the first point of contact for technical support within the ESM environment, resolving incidents promptly. You’ll troubleshoot issues in your solution area and collaborate with Cloud, Services, and Engineering teams to drive resolution. You will document solutions, contribute to the knowledge base, and support process improvements. The position emphasizes a customer-centric mindset and effective cross-functional communication, with opportunities to impact service quality and incident handling at scale.

• Learning & Development Opportunities - up to 6 extra days
• One Social Day
• Bicycle leasing program
• Option to add benefits like fitness membership or retirement plan
• Remote work flexibility
• Competitive vacation (30 days)

• Serve as the first contact for technical support and resolve incidents efficiently
• Troubleshoot issues within your solution area and escalate complex cases as needed
• Communicate issue status and resolutions clearly to customers and partners
• Document solutions and contribute to the knowledge base
• Collaborate with Cloud, Services, Engineering, and other internal teams
• Support process improvements and optimization of support workflows
• Coordinate or escalate major incidents when required

• Degree in IT, Computer Science, or a related field
• Proven experience in technical support
• Strong knowledge of IT infrastructure, SQL Server/Databases, Active Directory, and Cloud services (e.g., Microsoft Azure)
• Experience with cloud troubleshooting and ITSM tools (Matrix42 solutions)
• Familiarity with ITIL principles
• Strong problem-solving and communication skills
• Business German and fluent English
• Ability to manage multiple tasks in a dynamic environment
• “We love customers!” mindset

• Strong communication
• Problem-solving
• Multitasking in a dynamic environment
• IT infrastructure
• SQL Server/Databases
• Active Directory