1st Level Support Technician (m/w/d)

Stellenbeschreibung:

OUR CLIENT

OUR CLIENT ISA Berlin-based tech company specializing in the visualization and optimization of internet traffic. With its SaaS solutions, it helps internet providers and content platforms worldwide manage and visualize their data traffic more efficiently. The company brings together an international team with a start-up character and a strong commitment to quality and transparency.

LOCATION

Berlin (hybrid possible) – on-site every 3 weeks for 3–4 days

TECH STACK

GitLab Service Desk · Bash · SQL · ClickHouse · GitLab CI/CD

SALARY

45.000€ – €55.000€

LANGUAGES

English C2
German is an advantage but not required

TYPE OF EMPLOYMENT

Permanent position, full-time

YOUR TASKS

Handle 1st line support for customer inquiries and analyze technical issues
Classify, document, and resolve support cases or forward them to the specialist team
Manage tickets in the GitLab Service Desk
Support customer webinars and training sessions
Maintain technical documentation, FAQs, and checklists

TECHNICAL SKILLS

You’ll work within the GitLab ecosystem, analyze simple scripts (e.g., Bash), and ideally have a basic technical understanding of SQL-based data queries and internet infrastructure. Experience with monitoring or analytics tools such as ClickHouse is a plus, but not required.

YOUR PROFILE

Experience in technical support (1st or 2nd level)
Confident handling of ticket systems (ideally GitLab Service Desk)
Basic technical understanding and quick comprehension
Strong communication skills and customer-oriented – even with complex technical topics
Interest in learning about internet traffic, network topologies, or peering
Bonus: basic knowledge of scripting languages or monitoring

WHAT'S OFFERED