Technical Support Engineer (m/f/d)

Job Description - Technical Support Engineer (m/f/d)

We are seeking a skilled and proactive L2 Network Engineer / Technical Support Engineer - 2nd Level Support (m/f/d) to join our team in Munich . In this role, you will deliver high-quality post-sales technical support to Moxa Customers, ensuring their engagement with our products.

Moxa is a leading provider of industrial networking, computing, and automation solutions for enabling the Industrial Internet of Things. With 35 years of industry experience, Moxa has connected more than 111 million devices worldwide and has a distribution and service network that reaches customers in more than 91 countries.

As part of our Technical Support team, you will be responsible for troubleshooting, diagnosing, and resolving customer incidents. In this role, you will actively contribute to customer satisfaction and retention, while helping to build long-term trust in Moxa’s solutions. The position is currently offered as a fixed-term employment contract to cover for a colleague on parental leave until the end of 2026, with the possibility of future consideration for a permanent role.

Key responsibilities:

• Provide technical support to Key Accounts (1st level) and Distributors (2nd level) across Europe.
• Troubleshoot and resolve technical issues (hardware, software, networking), including root cause analysis and solution development.
• Escalate complex cases to Global Technical Support (GTS) or R&D with complete documentation.
• Deliver on-site support for Key Accounts in emergency cases when required.
• Communicate effectively with customers to understand their concerns and provide timely, practical solutions.
• Document customer interactions, issues, and resolutions in Salesforce, SharePoint, and internal knowledge bases.
• Create and maintain knowledge base articles, troubleshooting guides, and training materials.
• Continuously build expertise across the full Moxa product portfolio and specialize in one product line.
• Stay up to date with new products, firmware, and features to maintain a high level of technical knowledge.

Qualifications:

• Bachelor’s degree in Engineering (Networking, Automation, or related field), or equivalent education and experience; CCIE certification is a plus
• 3 - 4 years of experience in customer support in the IT and networking industry; cyber security or emerging markets is an advantage
• Strong troubleshooting skills for hardware, software, and wired/wireless networks, with ability to identify root causes and implement solutions
• Customer-oriented mindset with excellent service skills, professionalism, and the ability to manage demanding situations
• Highly organized, detail-oriented, and able to manage priorities and deadlines
• Team player with strong collaboration skills, while also capable of working independently
• Curious, proactive, and eager to learn new technologies
• Strong written and verbal communication skills in English, a second European language is a plus

Moxa offers a dynamic Compensation and Benefits package, intensive onboarding support, and a commitment to embracing global diversity. We prioritize work-life balance with 30 vacation days, flexible work arrangements, remote options, and part-time opportunities.