Support Engineer (Berlin, Germany)

freeC's Client

As a Support Engineer at the company, you are the frontline troubleshooter and the link between our clients and our development team. You are responsible for providing timely and effective responses to customer issues, ensuring a high level of customer satisfaction and maintaining the integrity of our software solutions.

Responsibilities:

• Customer Interaction: Promptly respond to customer tickets with a solution or further troubleshooting suggestions within a few hours. Understand that our customers are typically busy professionals; hence, communication should be concise and targeted.
• Problem Identification and Resolution: Use appropriate tools and keen observation to identify unusual configurations, viruses, third-party tools, files, or actions causing issues. Collaborate with developers to discuss and resolve identified problems.
• Continuous Improvement: Once a problem is identified, either in our code or in third-party code, take proactive steps to address it. This includes direct coordination with third-party vendors to encourage them to fix issues or, failing that, creating detailed Knowledge Base articles to aid others.
• Tool and Process Enhancement: Evaluate and potentially develop new tools to enhance troubleshooting capabilities. Contribute to the ongoing improvement of our automatic error-reporting framework and diagnostic tools.

Key Skills and Qualities:

• Problem Solving: Strong ability to analyze complex problems and develop effective solutions rapidly.
• Communication: Excellent communication skills, capable of asking the right questions and effectively conveying information to both customers and team members.
• Technical Proficiency: Familiarity with Windows architecture; experience analyzing minidumps is advantageous.
• Innovation and Creativity: Ability to evaluate and integrate new tools or improve existing ones to enhance functionality and user experience.
• Organizational Skills: Efficient management of tasks and priorities, particularly in handling multiple issues simultaneously without compromising quality.

Languages:

• Required: Fluency in English.
• Desirable: Proficiency in German.

Cultural Fit:

• We value similar qualities to those of a software developer, with a strong emphasis on problem-solving abilities. However, there is a greater focus on organizational and communication skills rather than purely algorithmic skills.

This role is not just about fixing problems—it’s about improving how we fix problems. At the company, you will spend 90% of your time addressing unique challenges, keeping your skills sharp and your days dynamic. If you have a knack for technology and a passion for problem-solving within a vibrant team, we look forward to your application.

Education for those who relocate to Berlin:

• EU citizens– no restrictions
• Others, who don`t have an EU passport – required to have a technical university degree (starting from a bachelor's) or 3 years of proven IT experience (both are needed for visa purposes only)

• The office location is in the middle of Berlin,
• there is a daily breakfast with fresh bakery products, fruits and vegetables, drinks, and snacks available at the office, 
• There is a shower to use in case someone does sports in between (several of us run or bike to work)
• We organize a summer and a winter party. 
• Offer support for German language courses and welcome small dogs to the office.
• Relocation package:
• For the eligible relocation positions, we provide 1-way tickets for the new employee and their family and 1 month of accommodation with registration in Berlin.
• Besides this, we do not have a set package. Instead of a one-fits-all package, we speak directly to the candidate about their needs. We do not say no if it is a reasonable request.
• If the candidate has a family, we suggest that they first move to Berlin alone and then, when they are more confident in wanting to stay, move the rest of the family.
• We also support a work permit if a candidate needs one.