About this role

Transforming and industrializing customer support for the software solutions we develop and operate
Continuously increasing operational efficiency, service quality and customer experience in a highly technical environment
Structuring and standardizing support processes to ensure consistency, quality and scalability
Establishing a governance framework (SLA, KPI, knowledge management)
Identifying and implementing levers for continuous improvement and automation
Leading and developing the support team; close collaboration with development, project and infrastructure teams
Supporting change management and fostering a culture of service excellence
Handling complex incidents, performing root-cause analyses and contributing to code fixes or optimizations
Monitoring application performance, reliability and security

Proven experience in structuring or transforming a support organization within a software environment
Strong knowledge of Java/Spring, SQL, Docker/Kubernetes, CI/CD and Linux
Confident use of ITSM tools and an understanding of DevSecOps practices
Strong leadership skills, analytical thinking and a solution-oriented approach
English at C1 level; professional proficiency in German; French is a plus

Senior Software Support Engineer

Key skills