[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.
• FP&A Process Knowledge: Establish a practical understanding of how customers use planning, budgeting, forecasting, reporting and performance management tools, in order to assess technical issues in their business context.

Qualifications

• Over three years' experience of working 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.
• Interest in EPM, FP&A, or finance processes such as planning, budgeting, forecasting, and management reporting.
• Experience with EPM/CPM, business intelligence, planning software, financial systems, or supporting finance users is a strong plus.
• 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).

Requirements

• If you bring strong technical skills and customer-facing experience, we'd still love to hear from you.
• Knowledge of EPM, FP&A, or finance processes is a plus and can be developed through onboarding and training.

Benefits

• Flexible work: We love to work together in the offices as #Oneteam, but we also enjoy the possibility of working from everywhere and owning working hours.
• Take time to care for yourself: We offer generous vacation time and comprehensive health benefits plans, including Pension plans.
• Plan for your future: Work with your Line Manager to implement a career growth plan that suits your path.
• Reduce your footprint: 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.
• High-impact working environment: We enjoy flat hierarchies and short decision-making processes.
• Get corporate discounts across many brands and products.