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German Speaking Technical Support Analyst

  • £30000 - £33000 per annum
  • Daresbury
  • Posted: 12/08/2019
  • Permanent
  • Job Ref: 900638

Job Details

Job Description

 Our Technical Support Engineers work in teams across our technology stack, handling escalations on specific products, determining the root causes of issues through analysis of logs, databases and code. They work closely with the engineering team members to determine solutions and, when appropriate, implement those solutions. They are also responsible for handling customer communications.

What you'll do:

  • Create and update support cases/service requests 
  • Provide support assistance on specific products 
  • Accept service requests which were not resolvable by the 1st tier team  
  • Provide assistance on medium to high level complexity support inquiries 
  • Provide timely responses and regular updates on support cases 
  • When the case is unable to be solved within the specified guidelines, collaborate with engineering team to investigate further 
  • Contribute to the knowledge base and actively use the existing documents in the resolution of support cases to help insure that information is disseminated 
  • Properly document support enquiries into the CRM system  
  • Provide assistance to other team members 
  • Proactively keep management and team members informed of critical customer issues/concerns 
  • Participate in periodic on-call rotation 
  • Other related duties as assigned 


 You'll be expected to have:

  • Fluent/ Advanced level German Language       
  • Bachelor’s degree in a technical related field or equivalent work experience 
  • Experience providing technical support for Windows, Linux, and other UNIX operating systems and related software 
  • Strong experience in cloud (AWS, Azure)
  • Strong experience with SQL
  • Strong customer orientation and dedication 
  • Excellent communication and interpersonal skills (works well individually and as part of team) 
  • Ability to manage multiple tasks 
  • Enjoys problem solving and approaches them analytically and methodically 
  • Eagerness to learn new technologies/skills 
  • The ability to replicate a customer issue in-house regardless of OS 


Some nice to have qualifications: 

  • Familiarity with developer software tools Network troubleshooting experience 
  • Salesforce Experience 
  • Object Oriented programming experience 


Some perks of working with us:

- A competitive salary and benefits package

- Our spirit of innovation and experimentation, including regular hackathons for the entire company as well as weekly iTime (innovation time) for engineers where we can pursue projects that involve some sort of technological exploration of ideas that are novel, interesting and foster professional growth. (Some of our open source projects have come out of iTime.)

 Sounds good? Join us and collaborate with very talented and passionate colleagues to push the boundaries of cloud computing. Feel free to include examples of your work.

 We strive for diversity in the workplace and encourage those from underrepresented groups in technology to apply.