Support Engineer (Relocate to Berlin, Germany)

Since 2002, company has produced graphics software that performs most of the painstaking work of creating data-driven slides for professional Excel and PowerPoint users. From a business perspective, the key to our success is a unique solution to a pressing business problem. Our customers and users are influential professionals who are extremely satisfied with our software and help spread it by word of mouth.

We take great pride in our software and have an excellent reputation for technical support. You'll independently handle problems from receiving a support ticket to its analysis, tracing problems all the way to their resolution in development.

When you receive a ticket, our customer should get timely and reliable feedback, usually within a few hours, either with the solution or a suggestion for further troubleshooting. When a phone call or a remote support session is needed, you'll soon realize that our customers are busy people and that you must use your time well. Ask the right questions, be perceptive of the little things, and use the right tools to find the unusual configuration, virus, third-party tool, file, or action that's causing trouble.

Once you've found the problem and talked it through with one of the Developers, we'll make sure the same issue doesn't bother you again. If it's in our code, we'll fix it, no questions asked. If the bug is in third-party code, you'll contact the vendor and convince them to fix it. Quite often they do, even the big names. If they don't, you'll write a Knowledge Base article, which is searchable on our website. You'll spend 90% of your time on problems that you've never seen before, which will keep you on your toes.

Besides working on tickets, you'll evaluate new tools that may help you with your work, or even code them yourself or with one of our Developers. At company, we run our own automatic error-reporting framework and ship a diagnostic tool, both of which are constantly being improved-soon, perhaps, by you.

The qualities we're looking for are similar to those of a Software Developer, with the same strong problem-solving abilities, but a bit less emphasis on algorithmic skills and more on organizational and communication skills. Experience with Windows architecture is a plus. If you've analyzed a minidump before, even better. Since you'll be managing our many international customers in addition to our German customers, this position requires fluency in English, and German would be a plus.

Core competencies:

Mandatory: fluent English and German will be a big plus, but not critical to have previous experience and work area is not important

Those who don't have an EU passport - are required to have a technical university degree (starting from bachelor's) or 3 years of proven IT experience

Attentive and detail-oriented

Precise, systematic approach to work

Highly self-motivated

All fields of study welcome

Highly flexible working hours

Opportunity to improve our software by giving direct feedback to our Developer team

Opportunity to enhance existing processes

Direct contact with our global customer base

Very competitive salary

Family-friendly working hours and a permanent job with competitive pay.

Don't forget the in-office snacks and modern office located in Mitte, the central historic district of Berlin!

PEGASI – IT Recruitment Consultancy | Email: recruit@pegasi.com.vn | Tel: +84 28 3622 8666