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Support Engineer Tier 3 (Germany, Darmstadt)

Job Description

  • Ensure a follow up and resolution of customers’ problems that are reported by our field support teams
  • Work closely with the Product Manager, the Development and Test teams on fixed life-cycle, to improve the product reliability based on your troubleshooting experience
  • Write, review and organize technical documents that will be published to the FAQs and knowledge base to create customer self-help solutions
  • Monitor and answer questions that are posted to the escalation queue
  • Perform testing functions to verify defect fixes and to assist the Test team when needed
  • Manage high profile customer issues by acting as a Technical Support Engineer, providing level 3 support to the customer during evaluation period and problem ticket resolution
  • Provide advanced technical and troubleshooting training to our field support teams
  • Occasionally assist our operations and field support teams on site for high profile events and setups

Profile

  • Bachelor's Degree in a technical field or equivalent experience
  • 3-5 years experience resolving complex product issues, and troubleshooting
  • Good knowledge in network administration
  • Excellent customer service skills addressing the needs of both the external and internal customers with strong communication and process skills
  • Ability to write technical documents which address the needs of the customer
  • Willing to travel occasionally
  • French speaker and a very good knowledge in English (written and spoken)

Offer

You will benefit from working in a friendly, lively environment having ambitious commercial objectives. Our dynamic and young team brings the best out of motivated potentials. In addition, you will receive a competitive salary and a range of other employee benefits.

 
 

Support Engineer Tier 3

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