Service Engineer

Germany – Remote

Salary range 100-120k

We are currently looking for an experienced Service Engineer to work on a remote basis across Germany.  You will need to have eligibility to work in the EU and be based or relocate to Germany

Responsibilities:

• Monitor and manage service quality – Knowledge on monitoring and management tools
• Telecom experience and extensive knowledge of Service provider and voice technologies, IP Telephony, and Conferencing solutions.
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
• Collect information and document bugs with Engineering for product issues that are impacting customers.
• Build process or troubleshooting documentation in the support knowledge base.
• Deliver against customer experience and efficiency targets.
• Collaborate with multiple tiers of support, act as an escalation point, and investigate complex/corner issues including WEB/Client/Server/Database service, debugging complex different OS environments and platforms.
• Assess and prioritize customer cases to ensure timely response and resolution according to service standards and best practices, with an emphasis on escalated cases.
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
• Serve as internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.

Requirements:

• 5+ years of relevant industry experience
• BS Degree (or equivalent experience) in Computer Science, Software Engineering, or in a related field.
• Knowledge & Experience in web related such as spring framework, Tomcat, Ngnix
• Working knowledge of programming technologies and languages, SQL queries to troubleshoot applications.
• Experience with Linux, networking also in cloud environment (AWS, Azure) High attention to detail and ability to troubleshoot with limited information and a clear plan of action. Experience with JIRA, or other bug-tracking tools.
• Excellent written and verbal communication skills.
• Previous Support Engineering / Developer Support experience is also a big plus!
• Experience in programming languages of Java/Python.