Support Engineer

Job Description

Open vacancy* for the position of Support Engineer

Location: Germany, Berlin

Position summary

When you receive a ticket, the 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 will quickly realize that the 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, the virus, the third-party tool, the particular file or the action that is causing trouble.

Once you have found the problem and talked it through with one of the developers, it will be made sure that this same problem does not bother you again. If it is in internal code, it will be fixed. If the bug is in third party code, you will contact the vendor and convince them to fix it. Quite often they do. If they don’t, you write a knowledge base article, which is searchable on web site. 90% of your time you will spend on problems that you have never seen before, which will keep up the challenge.

Besides working on tickets, you will evaluate new tools that may help you in your work, or even write them yourself or work with one of the in-house developers.

The qualities needed are similar to those of a software developer, with the same strong problem-solving abilities, but a bit less emphasis on algorithmic skills and in return more emphasis on organizational and communication skills. Experience with the Windows architecture and Intel assembly code is a plus. If you have analyzed a minidump before, even better. Since you will be managing many international customers, this position requires that you are fluent in both German and English.

​More information about the Think-cell you can find from the link: https://www.think-cell.com/en/

Requirements

• Fluent in English and German
• Attentive and detail-oriented
• Experience with Windows architecture and Intel assembly code are a plus
• All fields of study welcome

Benefits

• An international team of brilliant minds
• A working environment that makes this team stay and grows
• Enough time to make sure that every detail of your solution is perfect
• A flat organization and plenty of room for your ideas
• Family-friendly working hours, no deadlines, no overtime
• Collaboration with many different teams
• Opportunity to influence the improvement of our software
• Independence to structure your work
• Very competitive salary

Salary: Competitive salary based on experience and skills

To apply, please send your updated CV in English or a link to your LinkedIn profile to info@partnerstree.com** and include the position title in the subject field. We look forward to hearing from you!

* The list of requirements, duties and benefits is not exhaustive but is merely the most accurate list for the current job provided by the Employer.

** Please add this text to your e-mail

Upon sending my CV/resume and being aware of the legitimate purpose of processing my personal data – the necessity to apply for open job positions, not being forced by anyone and pursuant to my own free will, I hereby explicitly agree that my personal data indicated in my CV/resume are transferred to Partnerstree Ltd. Upon recalling my consent to Partnerstree Ltd to process my personal data, they shall be deleted from Partnerstree Ltd data processing systems and I acknowledge that in such case I simultaneously recall my application and refuse to be a candidate for Partnerstree Ltd recruitment.