Senior Technical Support Specialist

This is a fully remote position, open to applicants in Germany.

📋 Description

• Serve as the primary technical escalation point for intricate, business-critical support cases throughout EMEA.

• Lead advanced troubleshooting efforts, technical triage, impact assessments, and recovery initiatives.

• Collaborate with Engineering, Product, Quality, IT, Field Service, and specialized teams to address complex technical challenges.

• Take ownership of major incidents from escalation to resolution, ensuring effective communication and accountability.

• Identify recurring issues, conduct root cause analysis, and implement corrective measures.

• Develop and sustain technical knowledge, troubleshooting manuals, diagnostic workflows, and support standards.

• Provide coaching and mentorship to Service Desk teams.

• Advocate for knowledge sharing and ongoing learning.

• Define and promote support processes, escalation pathways, and service quality standards across EMEA.

• Analyze service trends, performance metrics, and customer feedback to enhance operations and first-time resolution rates.

• Advise leadership on supportability, technical risks, and areas for improvement.

• Assist with product launches, system implementations, and change management initiatives.

• Represent Customer Support in cross-functional projects and strategic discussions.

• Contribute to audit preparedness, compliance efforts, and quality initiatives in a regulated environment.

⛳️ Requirements

• Over 7 years of experience in technical support, service desk operations, IT support, engineering, medical technology, or a comparable technical field.

• Demonstrated expertise in managing complex escalations, major incidents, and collaborative problem resolution across functions.

• Strong skills in troubleshooting, root cause analysis, and systems thinking.

• Experience working with global stakeholders across technical, operational, and customer-facing roles.

• Capability to coach, mentor, and develop technical teams without direct people management authority.

• Strong customer orientation and exceptional communication abilities.

• Familiarity with service management and customer support platforms such as Salesforce, Microsoft Dynamics, ServiceMax, or equivalent tools.

• Fluent English is required.

• Proficiency in additional European languages is a significant advantage.

🏝️ Benefits

• Comprehensive Total Rewards program.

• Opportunities for reward and recognition.

• Competitive compensation and benefits packages.

• Opportunities for learning, growth, and development.

• A collaborative culture that supports learning, progress, and success.