Resolve complex inbound technical support requests via phone and email, ensuring timely and high‑quality outcomes.
Diagnose and troubleshoot issues across SaaS platforms, APIs, integrations, databases, and infrastructure .
Reproduce issues, perform root‑cause analysis, and collaborate with Engineering on fixes and enhancements.
Participate in incident response and on‑call rotations for critical, business‑impacting issues.
Create and maintain technical documentation , runbooks, FAQs, and knowledge‑base content.
Identify support trends and partner with Product and Engineering on long‑term improvements.
Act as a subject matter expert for resellers and partners , advocating for customers and driving resolution within defined SLOs.
Contribute to the evolution of service desk processes and operational excellence initiatives.

4–7+ years of experience in technical support, solutions engineering, or a similar customer‑facing technical role.
Hands‑on experience with SaaS technologies, APIs, databases, scripting (Python/Shell), and cloud platforms (AWS and/or Azure).
Strong understanding of web technologies and system architecture , including REST, JSON, OAuth, DNS, HTTP/HTTPS, and SSL.
Practical experience with web servers and databases (Apache, IIS, MySQL, MSSQL, PostgreSQL) and exposure to Linux environments.
Proven analytical and troubleshooting skills, with the ability to remain calm and communicative in high‑pressure situations.
Experience working with ticketing and collaboration tools such as Zendesk, Jira, and knowledge bases.
Strong customer‑first mindset, with the ability to prioritize effectively and manage expectations in a fast‑paced environment.
Fluent English and German , with excellent written and verbal communication skills.

Senior Technical Support Engineer, German

Key skills