Technical Support Analyst

As a Technical Support Analyst, you will support customers in using our client’s software and ensure any technical issues are resolved efficiently and professionally.
Your main responsibilities include:

• Acting as the first point of contact for customer support queries
• Investigating and troubleshooting technical issues, identifying root causes
• Resolving tickets within agreed SLA timelines or escalating when needed
• Working closely with Development to report and document software bugs
• Keeping customers informed through clear and timely communication
• Taking ownership of tickets from start to finish
• Prioritizing and managing your workload effectively
• Identifying customer feedback, improvement opportunities, and potential upsell signals

RequirementsRequirements
To be successful in this role, you combine strong communication skills with a technical mindset and a customer-focused approach.
You bring:

• Fluency in English and a good command of German (at least C1 level)
• A technical background (education or experience in IT)
• Experience with SQL and working with databases (RDBMS)
• Around 2+ years of experience in a service-oriented or support environment
• Strong communication skills and the ability to explain technical issues clearly
• A customer-focused mindset with empathy and professionalism
• The ability to prioritize, stay organized, and manage your own workload
• A problem-solving attitude with a structured approach
• A proactive, self-motivated way of working, while also being a team player

Nice to have:

• Experience with ITIL or ticketing systems
• Knowledge of technologies such as XML, XSLT, JavaScript, or server environments (Windows/Unix)

BenefitsWhat's in it for you?

• A salary between €42k-€45k/year, based on experience
• 25 vacation days per year
• Hybrid work policy (3x2 on average)
• Travel compensation
• A good retirement plan
• An open and friendly work environment, with growth opportunity and structured development path

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