[Hiring] Support Engineer @Jedox GmbH

Role Description

As a Support Engineer, you will be a trusted partner for our customers, serving as their first point of contact and helping to deliver an outstanding support experience. By utilizing AI-powered tools, you will quickly triage, investigate and resolve issues, while also reviewing and validating solutions to ensure the highest level of quality before they are shared with customers.

• Ticket Management: Respond to tickets in accordance with SLAs, setting the correct priority on submission.
• Case Triage & Classification: Triage, classify and enrich incoming tickets to ensure they are followed up in a timely and effective manner.
• AI Solution Validation: Validate and review AI-generated solution proposals before sharing them with the customer.
• Customer Communication: Provide positive and informative communication in writing and verbally (email, phone and video).
• Cloud Administration: Implement configuration changes for cloud customers, providing information on Jedox Cloud settings and creating customer portal accounts.
• Escalation Management: Check support responsibility for new tickets and escalate to the senior expert pool when needed.
• Case Ownership: Take ownership of escalations, follow up on them and resolve them satisfactorily, and manage your queue proactively.
• Knowledge Sharing & Process Improvement: Contribute to the knowledge base and the continuous improvement of support processes.

Qualifications

• Over three years' experience in SaaS/technical support in a fast-paced environment.
• Bachelor’s or Master’s Degree in Computer Science or Engineering, or commensurate experience in software.
• Strong analytical and problem-solving skills, combined with excellent interpersonal, organisational and customer skills.
• Solid technical expertise in Windows and Linux systems, web servers, cloud services, databases and Excel, ideally complemented by experience with Kubernetes, Docker, Azure, ITIL, SRE practices and Salesforce Service Cloud.
• Strong written and verbal communication skills in English.
• Availability to work primarily during Pacific Time business hours to support customers and teams across the Americas (no shift work required).

Benefits

• Flexible work: Enjoy the possibility of working from everywhere and owning working hours.
• Generous vacation time and comprehensive health benefits plans, including Pension plans.
• Work with your Line Manager to implement a career growth plan that suits your path.
• All offices are centrally located and can be easily reached via public transportation. Most Jedox offices offer public transit reimbursement or other perks like bike leasing.
• Enjoy flat hierarchies and short decision-making processes.
• Get corporate discounts across many brands and products.

Company Description

Jedox is a leading software solution that enables business planning, budgeting, and forecasting for finance, sales, and other business functions with leading-edge technology to drive Digital Transformation and provide tangible customer value. Constant innovation has made us a leader in the Enterprise Performance Management (EPM) sector.

At Jedox, we pride ourselves on our core corporate values, which drive our success as a team:

• Growth mindset encourages constant learning, evolution, and innovation.
• Collaboration as #OneTeam OneJedox, with a shared passion for achieving excellence.
• Execution with precision and high standards of excellence.
• People-centricity ensures that our employees are at the heart of everything we do.
• Effective communication and engagement are key to building strong relationships.