Level 2 Technical Support Engineer - Software and Applications

NavVis, one of Germany’s hottest startups, is actively seeking a dynamic and driven Level 2 Technical Support Engineer to join their growing US teams. This role involves being the first point of contact for customers and partners, solving issues, and improving troubleshooting procedures to enhance customer experience.

Responsibilities:

• You will be the first point of contact for our customers on multiple channels (phone, email, etc.)
• You will be an expert in the use of our products and educate our customers on best practices
• You will solve known and common issues by using workarounds and fixes described in our internal knowledge base
• You will participate in the on-duty support role, which will help you improve the efficiency of the support team and enhance your leadership skills
• You will take part in the team’s and company’s OKRs
• You will identify severe or high priority issues and efficiently coordinate with specialists
• You will strengthen your team's knowledge by creating new technical articles internally and for our partners
• You will get to actively shape and redefine our team's Support processes to scale with our growing customer base

Requirements:

• A bachelor's degree in computer science, civil engineering, electrical engineering or similar
• Previous experience in Customer Support, no matter if from an internship, a working-student position or your full-time professional career
• Remarkable time-management skills and reaction time to juggle a variety of tasks and projects without lowering the bar on quality
• A client-first mindset and drive to go the extra mile
• Fantastic communication and listening skills
• Strong ability to understand technical details within one or more of these areas: Surveying and scanning industry experience, Point cloud data, image processing or SLAM algorithms
• Work authorization for the US
• Surveying and scanning industry experience is a plus