Technical Customer Support Specialist – Level 2

• You diagnose and resolve technical cases: failed firmware updates (OTA), Wi‑Fi and LTE connectivity issues, app pairing, Spotify integration


• You determine whether a device can be fixed remotely or needs to be replaced, and you manage the replacement process


• You escape reproducible bugs to our engineering team in a structured way, with clear documentation that engineering can act on directly


• You respond to tickets in our helpdesk in German and English-friendly, clear, and using an informal, approachable tone that parents recognize from us


• You maintain and expand our Help Center and response templates so that Level 1 and our AI-generated drafts keep improving


• You work with AI tools that prepare draft responses; your job is increasingly to review, refine and solve the difficult cases, not to do assembly‑line typing

Requirements

• Experience in technical customer support (Level 2 or equivalent), ideally with hardware or IoT products


• Genuine technical understanding: you can troubleshoot systematically and explain technical issues in a way that stressed parents can understand


• Native-level German and very good spoken and written English


• Experience with a helpdesk system (Gorgias, Zendesk, Freshdesk, or similar)


• Independent, structured working style


• Nice to have: experience with firmware/OTA topics, Bluetooth/Wi‑Fi diagnostics, or products for children and families

Core Competencies

Demonstrates expertise in technical customer support for hardware or IoT products, with a strong ability to troubleshoot and communicate technical issues clearly to non‑technical users. Proficient in managing helpdesk systems and enhancing customer support processes.

Highest-signal resume keywords

• Technical Customer Support


• Troubleshooting


• Helpdesk System Experience


• Native-Level German


• Firmware/OTA Knowledge

ATS Optimization Keywords

Hard Skills

• Troubleshooting


• Firmware Updates


• Wi‑Fi Diagnostics


• LTE Connectivity


• Bluetooth Diagnostics

Soft Skills

• Clear Communication


• Structured Working Style


• Approachable Tone

Industry Keywords

• IoT Products


• Technical Cases


• Help Center Management


• Customer Support

Tools & Technologies

• Gorgias


• Zendesk


• Freshdesk


• AI Tools