Technical Support Analyst

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

📋 Description

• Technical Support: Deliver technical assistance to existing clients in both German-speaking and international contexts.

• Complex Problem Analysis: Investigate and address intricate technical issues and support requests that go beyond basic troubleshooting.

• System Diagnostics: Conduct error analysis across software, databases, and system environments.

• Bug Documentation: Record and monitor bugs while closely collaborating with development teams.

• Reproduction Steps: Develop clear, reproducible steps and technical descriptions for resolving issues.

• Testing: Evaluate solutions and releases prior to implementation in customer environments.

• Configuration Support: Provide assistance with configurations, customizations, and technical inquiries.

• Knowledge Management: Create and sustain documentation and knowledge bases for both team and customer use.

• Improvement Identification: Recognize optimization opportunities and communicate customer feedback to relevant teams.

• International Collaboration: Collaborate with global teams across support, delivery, and development.

⛳️ Requirements

• IT Background: Educational qualifications in IT or equivalent technical experience in relevant settings.

• Support Experience: Prior experience in technical support, software support, or similar analytical positions.

• Structured Approach: A methodical, organized, and self-reliant working style.

• Problem-Solving Orientation: A passion for analyzing technical issues and devising solution-focused strategies.

• Self-Organization: Capability to prioritize tasks and manage your workday independently.

• Growth Mindset: Receptive to feedback and dedicated to ongoing learning.

• Customer Communication: Proficient in interacting with customers and clearly explaining complex subjects.

• Language Skills: Excellent proficiency in both German and English (written and spoken).

• Helpful experience with: SQL and databases.

• Windows Server or Azure environments.

• UNIX / Linux.

• Scripting languages.

• XML, XSLT, or JavaScript.

• ITIL-based support processes.

• An interest in cultural, educational, or knowledge institutions is advantageous but not mandatory.

🏝️ Benefits

• Meaningful Work: Contribute to organizations that safeguard knowledge, culture, and history for future generations.

• International Collaboration: Partner with colleagues and clients from various countries as part of a global team.

• Steep Learning Curve: Engage with diverse products, customer environments, and technical challenges while pursuing continuous professional growth.

• Creative Freedom: Play an active role in shaping documentation, processes, and best practices—your input is valued.

• Technical Diversity: Work with a wide range of technologies, databases, server environments, and system landscapes.

• Flexible Environment: Ideally located near Mülheim an der Ruhr; 100% remote work is possible for exceptional candidates.