Technical Support Engineer

Technical Support Engineer (Berlin / Hybrid)

Are you looking for the opportunity to shape a support function in a fast-growing SaaS company? This open-source platform is gaining traction across Europe, with an engaged user base and a unique product offering unlike anything else on the market. With 1,000 customers and a high level of daily interaction, you’ll be joining a team where your impact will be immediate and highly visible.

Responsibilities

Act as a key point of contact for customers, handling 2nd line support tickets from intake through resolution.
Diagnose, troubleshoot, and resolve complex networking and VPN-related issues.
Guide end users clearly through solutions, configurations, and fixes.
Document troubleshooting processes and contribute to internal/external knowledge bases.
Manage multiple customer requests simultaneously, including occasional after-hours support.
Collaborate closely with the technical team and founders in a flat, fast-moving environment.

Requirements (Must-Have)

• Strong technical background with proven 2nd line (or higher) support experience.
• Solid knowledge of networking concepts and VPN technologies.
• Excellent communication skills – clear, fluent English (ideally first language).
• Ability to prioritize tasks, work autonomously, and stay committed in a fast-paced setting.
• Berlin-based or open to hybrid work from Berlin.

Nice-to-Have

• Previous experience in a SaaS environment.
• Exposure to open-source technologies.
• Strong organizational mindset and ability to create scalable processes.