Support Engineer (f/m/d)

Join us as a Support Engineer
Location: Berlin, Germany

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 success? If so, we'd like to meet you.

About our support team

Since 2002, think-cell has produced 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 our success is a unique solution to a pressing business problem. Our customers and users are influential professionals who are extremely satisfied with our software and help spread it by word of mouth.

We take great pride in our software and have an excellent reputation for technical support. You'll independently handle problems from receiving a support ticket to its analysis, tracing problems all the way to their resolution in development.

About this job

When you receive a ticket, our customer should get timely and reliable feedback, usually within a few hours, either with the solution or a suggestion for further troubleshooting. When a phone call or a remote support session is needed, you'll soon realize that our customers are busy people and that you must use your time well. Ask the right questions, be perceptive of the little things, and use the right tools to find the unusual configuration, virus, third-party tool, file, or action that's causing trouble.

Once you've found the problem and talked it through with one of the Developers, we'll make sure the same issue doesn't bother you again. If it's in our code, we'll fix it, no questions asked. If the bug is in third-party code, you'll contact the vendor and convince them to fix it. Quite often they do, even the big names. If they don't, you'll write a Knowledge Base article, which is searchable on our website. You'll spend 90% of your time on problems that you've never seen before, which will keep you on your toes.

Besides working on tickets, you'll evaluate new tools that may help you with your work, or even code them yourself or with one of our Developers. At think-cell, we run our own automatic error-reporting framework and ship a diagnostic tool, both of which are constantly being improved—soon, perhaps, by you.

The qualities we're looking for are similar to those of a Software Developer, with the same strong problem-solving abilities, but a bit less emphasis on algorithmic skills and more on organizational and communication skills. Experience with Windows architecture is a plus. If you've analyzed a minidump before, even better. Since you'll be managing our many international customers in addition to our German customers, this position requires fluency in English, and German would be a plus.

Interested?

If you're the one missing from our team, please send us your electronic application.