Job description
Your Tasks
As a Support Engineer (m/f/d), you’ll work directly with customers to resolve technical issues, meet SLAs, and ensure their continued success with our software. This role requires proficiency in both English and German, along with experience in a B2B SaaS environment. You’ll manage and resolve support tickets via Jira, collaborate with internal teams, and build strong relationships with customers to enhance their experience.
- Ticket Management: Efficiently handle incoming customer issues through Jira, ensuring timely responses and updates.
- Customer Support: Provide high-quality support in both English and German, helping customers troubleshoot and solve their issues.
- SLA Adherence: Prioritize and resolve tickets in line with established SLAs, ensuring that response and resolution times meet our quality standards.
- Problem Solving: Investigate and resolve technical issues, working closely with the Development and Product teams to identify solutions.
- Customer Satisfaction: Engage proactively with customers to understand their needs, answer questions, and ensure they’re maximizing the benefits of our software.
- Documentation and Knowledge Sharing: Document resolutions and share insights that help improve internal knowledge bases and support processes.
- Continuous Improvement: Identify and suggest improvements to support processes and tools to enhance efficiency and customer satisfaction.
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- Previous experience as a Support Engineer or similar role in a B2B SaaS company.
- Proficiency in Jira and familiarity with SLA-driven support environments.
- Fluency in English and German (both written and spoken).
- Strong troubleshooting skills, with a proactive approach to problem-solving and customer success.
- Excellent communication skills, with the ability to engage positively and empathetically with customers.
- Super company spirit: Flat hierarchies, lots of creative freedom, independent work and of course a cool team
- Attractive salary with many extras
- Internet and meal allowance
- Permanent employment in a fast growing software company
- Whether 100% remote or in our offices in Ismaning and Cologne - you work from wherever you like
- Free access to co-working spaces in over 120 countries
- Full-, part-time or even a 4-day week are possible with us
- Flexible working hours model with flexitime and trust-based working hours
- Top workplace no matter where you are: we offer you work equipment for home office and remote work
- Individual training opportunities with up to 1000€ training budget per year
- Great team and company events - because fun should not be neglected
- Because we know how important exercise is when working remotely, we support you with a sports card
- Contribution to the company pension plan and extensive group accident insurance
About Us
ORCHESTRATING THE COMPOSABLE COMMERCE
Actindo Core1 is the first MACH alliance certified composable ERP, PXM & OMS for 360° unified commerce. As a NextGen commerce operating system we are giving brands, retailers and manufactures the ability to orchestrate any frontend, any backend or any legacy system to use their data, accelerate workflows, and automate processes across systems, touchpoints, databases, data warehouses, AI solutions and seamlessly integrate their legacy IT.
Our technology allows brands & retailers to choose the technology they need to stay relevant and launch fast and can be tailored to any business workflow, whether deployed as a flexible core solution or as a scalable layer on top of an existing ERP. We use low-code to address individual needs via visual interfaces with simple logic and drag-and-drop features instead of extensive coding languages.
We look forward to receiving your application!
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