Technical Support Engineer

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

📋 Description

• Handle incoming support calls and emails, utilizing technical expertise and customer empathy to troubleshoot issues.

• Assess whether issues can be addressed remotely or if they necessitate on-site assistance.

• Provide support to field service engineers by offering guidance, resources, and technical knowledge.

• Enhance and maintain the solutions database to boost troubleshooting efficiency and facilitate knowledge sharing.

• Diagnose intricate mechanical, software, and system issues with limited information available.

• Educate customers on the use of machinery and lean principles.

• Record support activities and updates promptly in the CRM and online database system.

⛳️ Requirements

• Proficient in English (both spoken and written).

• 3–5 years of practical technical support experience.

• Established ability to diagnose, resolve, and implement solutions for mechanical and software-related issues.

• Strong skills in remote troubleshooting.

• Exceptional communication and de-escalation abilities.

• Highly organized, analytical, reliable, and proficient in time management.

• Comfortable working in fast-paced, high-technology environments.

• Customer-oriented mindset with the capability to train and motivate users.

• Bachelor's degree in a relevant field (preferred).

• Proficient in Spanish, Dutch, German, or another European language (written and spoken) (preferred).

• Experience in networking or IT support (preferred).

• Background in electrical engineering and troubleshooting (preferred).

• Experience providing field support to customers (preferred).

• Familiarity with building and maintaining knowledge bases or support documentation (preferred).

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) retirement savings plan.

• Paid Time Off.

• Health Savings and Flexible Spending Accounts (HSA/FSA).

• Life and disability insurance coverage.

• Protection against critical illness, hospital indemnity, accidents, and legal/ID theft.

• Employee Assistance Program (EAP).

• Comprehensive training on equipment and systems.

• Reasonable accommodations available during the application process.