Join us as a Support Engineer
Do you enjoy working with intelligent customers and colleagues? Are you interested in solving real-world problems? Do you believe that success comes from a deep understanding of user needs and customer satisfaction? If so, we would like to meet you.
About our support
Since 2002, think-cell produces graphics software that performs most of the painstaking work of creating data-driven slides for professional Excel and PowerPoint users. From a business perspective, the key to
We take great pride in our software, and have an excellent reputation for our technical support. New support tickets are first looked at by our usage-level support. Any tickets involving some technical problem like a crash or program misbehavior are passed on to the support engineer, in other words, you.
About this job
When you get a ticket assigned, our customer should get timely and reliable feedback, usually within a few hours, either with the solution or a suggestion for further troubleshooting. If you need a phone call or remote support session, you will quickly realize that customers are busy people, so you must use your time well. Ask the right questions, be perceptive to the little things, and use the right tools to find the unusual configuration, the virus, the third party tool, the particular file or action that is causing trouble.
Once you found the problem and talked it through with one of the developers, we will make sure that this same problem does not bother you again. If it is in our code, we will fix it, no questions asked. If the bug is in third party code, you will contact the vendor and convince them to fix. Quite often they do, even the big names. If they don't, you write a knowledge base article, which is searchable on our web site. So 90% of your time you will spend on problems that you have never seen before, which will keep up the challenge.
Besides working on tickets, you will evaluate new tools that may help you in your work or even write them yourself or work with one of our developers. We at think-cell have our own automatic error reporting framework and ship a diagnostic tool, both of which are constantly being improved, maybe by you.
The qualities we are looking for are similar to those for a software developer, with the same strong problem-solving abilities, but a bit less emphasis on algorithmic skills and in return more emphasis on organizational and communication skills. Experience with the Windows architecture and Intel assembly code are a plus. If you have analyzed a minidump before, even better. Since you will be managing our many international customers in addition to our German customers, this position requires that you have a good command of both German and English.
Find out more about our company and our working environment on the career overview page.
If you think that you are the one missing from our team then please send your electronic application to our HR department.