Senior Technical Support Engineer (German Speaking)
We're Progress - we offer the best products to develop, deploy and manage high-impact applications. We are bold, forward-thinking innovators who build solutions that work and care about our customers. We invent and reinvent every day, work together as one, value and respect each other, and cheer on our wins. Join us as a German-speaking Senior Technical Support Engineer in Bulgaria.
Position Overview:
This role involves providing advanced technical support to customers and internal teams, handling complex technical issues independently, mentoring junior staff, and demonstrating expertise across various technical domains while prioritizing customer care skills.
Responsibilities:
- Follow established technical support workflows and procedures.
- Maintain professional and courteous interactions with customers and peers.
- Remain approachable and composed in stressful situations, accepting constructive criticism gracefully.
- Uphold confidentiality standards.
- Take ownership of customer cases, managing them effectively and professionally through various channels.
- Communicate clearly with customers to understand expectations and offer solutions or workarounds for product issues.
- Troubleshoot and diagnose customer problems involving third-party products using available resources.
- Keep detailed logs of customer interactions and technical details.
- Generate reproductions and examples necessary for problem resolution.
- Facilitate clear communication with customers regarding callbacks, follow-ups, and issue resolution progress.
- Manage difficult customer communications independently and professionally.
- Escalate product issues as needed and log defects and feature requests accurately.
- Provide engineering teams with comprehensive information and assistance when necessary.
- Contribute to knowledge resources through the creation and updating of technical documentation, demos, and code libraries.
- Review and improve product documentation where necessary.
Requirements:
- 3-4 years of experience in a Technical Support Role with relevant technologies.
- Proficiency in TCP/IP networking concepts, including HTTP headers, OSI layers, and TCP flags/parameters.
- Fluent in English and German, including technical terminology for supporting DACH region customers.
- Strong troubleshooting, analysis, and problem-solving skills.
- Familiarity with Windows and Linux operating systems.
- Ability to effectively communicate technical information to customers of varying skill levels.
- Expertise in network devices such as routers and switches.
- Willingness to participate in on-call rotations as needed.
Preferred Knowledge:
- Bachelor's degree or equivalent qualification preferred.
- Knowledge of application protocols like HTTP/HTTPS, SMTP, DNS, FTP, and SNMP.
- Technical certifications such as CCNA, CCNP, MCSE, or VCP are advantageous.
- Experience with virtualization environments like VMware, Xen, or Hyper-V.
- Familiarity with Microsoft Exchange, SharePoint, Skype for Business, and MS Teams.
- Knowledge of web and application servers like Apache, Tomcat, WebLogic, and IIS.
- Desirable experience with AWS and Azure cloud solutions.
If this sounds like you and fits your experience and career goals, we'd be happy to chat. What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and to also enjoy:
Compensation:
- Generous remuneration package
- Employee Stock Purchase Plan Enrollment
Vacation, Family, and Health:
- 30 days paid annual vacation
- An extra day off for your birthday
- 2 additional days off for volunteering
- Premium healthcare and dental care coverage
- Additional pension insurance
- Well-equipped gym on-site
- Co-funded Multisport card
- Daycare Center for your little ones
- Flexible working hours and generous work-from-home allowance
- Free underground parking with a designated space for bikes and electric scooters
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Together, We Make Progress
Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!