Support Specialist Software & IoT (m/w/d)

Your daily responsibilities:

• As the first point of contact for all inquiries about our core application (Web and Mobile) as well as our IoT landscape, you are the central point of contact for users, business customers, and internal stakeholders.
• The intake, qualification, and processing of incoming tickets in Jira Service Management is part of your core business, with the expectation that you will resolve as many inquiries independently at the 1st level and escalate to the 2nd level or relevant departments as needed.
• Through systematic error analysis, targeted follow-up questions, and the use of suitable diagnostic tools, you identify the cause of disruptions and conduct a comprehensive initial diagnosis, both on application-level and in the context of our interconnected buildings.
• The monitoring of our systems and IoT landscape is also part of your tasks. Anomalies are recognized early on, categorized, and proactively addressed by you before they become major disruptions.
• The clean documentation of incidents, solution paths, and recurring patterns forms the basis for the development of our knowledge database and helps to solidify support knowledge within the team.
• In close coordination with the Service Manager and relevant teams, you actively contribute to the further development of our support processes, runbooks, and standard solutions, while pursuing the goal of reducing processing times and continuously improving service quality.
• A clear, empathetic, and communicative approach to users - even in challenging situations - ensures that they feel well taken care of and informed at all times.
• With curiosity and self-initiative, you delve deep into our applications and IoT landscape and develop yourself continuously as a reliable knowledge holder in support.

Your skills:

• A strong technical curiosity, along with the motivation to understand software products and IoT systems, characterizes your profile.
• First-hand experience in technical 1st-level support, ideally in the context of Web-, Mobile- or perhaps even IoT-products, is advantageous; however, what matters most is your ability to structure yourself methodically and learn new topics.
• A good analytical understanding, along with the ability to systematically define problems (cause analysis, reproduction of errors, working with logs and monitoring tools), is assumed.
• Fundamental technical understanding in at least one of the following areas is desirable: Web technologies (HTTP, browser development tools, APIs), mobile platforms (iOS/Android), network fundamentals, as well as IoT protocols and device communication.
• A secure handling of ticket systems, ideally Jira Service Management, along with a basic understanding of ITSM processes, are advantageous. Knowledge of ITIL is a plus, but not a requirement.
• A service-oriented mindset, paired with patience, empathy, and the ability to remain calm and solution-oriented even in stressful situations, is important to us.
• A structured, self-responsible work style, along with the expectation that you will not only solve problems but also document and improve them sustainably, rounds out your profile.
• Communication strength and a connective presence in German and English, both towards users and in exchange with technical teams, are self-evident for you.

Our values, your mindset:

• **Team First:** A team, one goal - together we are strong. We grow through mutual support.
• Customer Success Is Our DNA: Identify, question, and pursue the goals of your customers. Celebrate success together.
• Never Stop Reinventing: Be open to new things and approach changes courageously. Question processes, deliver solution proposals, and new ideas.
• Be Yourself And Make Goals Work: Be yourself. Achieve greatness!

Your benefits with us:

• Remote Work: Home office or office? You decide what works best for you! We offer you the flexibility to choose your work location, and ensure that we meet regularly in the office - for exchange, ideas, and team spirit.
• Workation: Workplace with vacation feeling - enjoy the perfect blend of productive working and relaxed atmosphere in the European space.
• Wellbeing: Occupational health management - a yearly health budget, as well as a subsidized membership at Urban Sports Club.
• Pension Plan: Attractive contribution to your occupational pension plan - secure your future with our support.
• Hardware: Modern technology - so we can innovate together.
• Discounts: Attractive offers - enjoy discounts at over 1,500 providers in the areas of sports, mobility, fashion, and travel, as well as use our Edenred card for additional benefits.
• Knowledge Base: Targeted and on-the-job - seize the opportunity for diverse, individual development and training options.
• Networking: Not without my team - look forward to regular team events.
• No worries, we haven't forgotten the really important things - at our company, you'll also find free lemonade and the all-around popular fruit basket.