Support Engineer - Global Support (m/f/d)

Jedox GmbH•Boston, MA

20h•Hybrid

About The Position

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.

Requirements

Over three years' experience in 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.
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.
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)

Nice To Haves

experience with Kubernetes, Docker, Azure, ITIL, SRE practices and Salesforce Service Cloud.

Responsibilities

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