Technical Support Engineer, Germany

Overview

Technical Support Engineer, Germany role at XM Cyber. XM Cyber is a global leader in hybrid cloud security, providing a platform that helps organizations identify and remediate critical attack paths across on‑premises and multi‑cloud networks. The role focuses on delivering proactive, high‑quality technical support for a SaaS solution and ensuring service reliability for customers.

This is a customer‑facing position requiring strong technical knowledge, product understanding, and soft skills to resolve issues and monitor production environments.

Responsibilities

• Provide Tier 3 support for XM Cyber customers
• Monitor customers\' production environments to identify technical issues and trends
• Take end‑to‑end ownership of technical issues and collaborate with R&D until full resolution
• Perform basic and advanced troubleshooting including DB analysis, log review, and research
• Develop and maintain troubleshooting skills and technical knowledge
• Multitask and prioritize incoming tasks effectively
• Document and share knowledge by creating internal documents and self‑help guides for customers
• Maintain excellent customer satisfaction through high‑quality service, product knowledge, and accurate guidance
• Respond to various technical issues in real time to ensure production system health

Requirements

• Native‑level German communication skills
• At least 3 years of hands‑on experience as a Technical Support Engineer
• Self‑learning abilities and a strong technical understanding
• Ability to provide in‑depth analyses in a short time
• Troubleshooting and diagnostic capabilities
• Excellent communication skills and teamwork
• Self‑management, multitasking, and prioritization skills
• Fast learner with the ability to perform well under pressure
• Familiarity with Linux/Unix and experience with additional OSs
• Knowledge of cloud solutions AWS, GCP and Azure – an advantage
• Experience with monitoring solutions (e.g., Grafana, Prometheus) – an advantage
• Managerial experience – an advantage

Visa Sponsorship: XM Cyber does not sponsor work visas for this position.

Job Details

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Information Technology
• Industries: Computer and Network Security

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