Support Engineer – Managed Services

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

📋 Description

• Act as the main technical liaison for clients utilizing DACHS IT managed services, particularly openDesk.

• Receive, prioritize, and address customer support inquiries.

• Investigate issues pertaining to Linux and Linux-based systems, container technologies, and web applications.

• Provide assistance with user administration, authentication, networking basics, web services, and client-server models.

• Convey technical information in a clear and patient manner through tickets, emails, documentation, phone calls, and remote sessions.

• Work collaboratively with DevOps and development teams on in-depth investigations and recurring managed services challenges.

• Record solutions, workarounds, and ongoing error patterns in the ticketing system and internal knowledge repository.

• Maintain updated knowledge of products and platforms, particularly openDesk.

• Relay customer support insights back into the continuous development of services.

• Engage in on-call rotations.

⛳️ Requirements

• Fundamental technical understanding of IT systems.

• Familiarity with Linux or Linux-based systems.

• Initial exposure to container technologies or web applications commonly used in openDesk settings.

• Experience in technical customer support or an IT helpdesk, including structured analysis, prioritization, and management of support requests.

• Proficient in using ticketing systems.

• Experience in documenting solutions and recurring issues in a systematic manner.

• Knowledge of user administration and authentication processes.

• Understanding of networking fundamentals.

• Familiarity with web services.

• Knowledge of client-server architectures.

• Strong service-oriented mindset and enjoyment of direct customer engagement.

• Ability to clearly, patiently, and understandably explain technical subjects both in writing and verbally.

• Meticulous, independent working style accompanied by effective prioritization skills.

• Resilience and capacity to maintain oversight during complex incidents or high ticket volumes.

• Eagerness to continuously learn about new technical topics and product advancements related to openDesk and managed services.

• Proficient in spoken and written German.

• Willingness to participate in on-call rotations.

• Practical experience with openDesk or similar collaboration/groupware solutions is an advantage.

• Basic understanding of Kubernetes or container orchestration is a plus.

• Basic familiarity with SSO and SAML/OIDC identity and access management integrations is advantageous.

• Experience with monitoring and logging tools in a support setting is a plus.

• Familiarity with agile environments and cross-functional teamwork is beneficial.

• Willingness to create and maintain internal documentation, how-tos, or customer guides is a plus.

• Openness to contribute to customer training or onboarding as necessary is an advantage.

🏝️ Benefits

• Remote-first work model offering the option to work from home, in a shared office, or in a hybrid setting.

• Flexible working hours with an emphasis on personal responsibility.

• Engaging projects rather than routine tickets.

• Regular training and certifications with covered costs and time off provided.

• Internal knowledge sharing and opportunities for professional growth.

• Provision of modern hardware, software, and necessary equipment.

• Competitive fixed salary.

• Annual profit-sharing.

• Option for a company car depending on the role.

• Regular feedback and development discussions.

• 30 days of vacation per year; unused days do not expire.

• Group accident insurance and additional protection.

• Frequent team activities, gatherings, workshops, and excursions.