1st Line Customer Support Engineer (all genders)

Overview

Do you want to contribute to the evolution of the Internet?

We are a small team with big ambitions to provide next-generation traffic optimization and analytics for large network providers and operators. If you are a creative problem-solver who wants to work with a world-class team, and enjoys learning new skills regularly, then we are interested in you!

Responsibilities

• You will provide 1st line support, from error analysis to qualification and initial solution
• You forward unsolvable problems to the relevant specialist departments
• You monitor our support ticket tracking tool and answer customer inquiries (GitLab Service Desk)
• You carry out technical training courses/webinars and accompany the release of new features
• You create and maintain help documents for using our products in various applications, e.g. FAQs, checklists and technical documents

Our TECH STACK

• Languages: Bash, SQL
• Tools & Frameworks: ClickHouse (SQL-based DBMS), GitLab CI/CD, GitLab Service Desk

Your QUALIFICATIONS

• You are familiar working with tools such as GitLab Service Desk
• You have the ability to conduct a root cause analysis of an issue
• You demonstrate a customer-first mentality
• You are able to also support non-technical users to troubleshoot with patience and empathy
• You have the desire to learn how Internet Traffic works

NICE TO HAVE

• You have the ability to read and understand a script
• You have knowledge of internet topology and mechanisms behind internet transport

Our BENEFITS

• Learning Opportunities : Lifelong learning is essential for us. We offer the opportunity to develop not only software, but also yourself!
• Flexible Working Hours : We know you have a life outside of work, which is why we allow you work whenever it suits you as long as you are available during our core working hours.
• Home Office : Need a couple days a week at home? We have adopted a hybrid working model that only requires you to come to the office from time to time.
• Health Offers : Your health is important to us. We offer free health checks, regular preventive medical checkups, seasonal flu vaccines, free beverages and fruits.
• Company Pension Scheme : Be well positioned for the future – we offer a company pension scheme and pay monthly contributions.
• Virtual Stock Options : Be part of a success story and benefit from the company’s growth.
• JobRad : Join our bike leasing program to get a new bicycle at a reduced cost.
• Jobticket : We subsidize the Deutschlandticket to support climate-friendly mobility.
• Shopping Discounts : Products and services at a discount from numerous providers and partners.

We are committed to a diverse workforce and strongly welcome all applications regardless of gender, nationality, ethnic origin, religion, disability or age.