Service Engineer

We are looking for a Service Engineer, anywhere within Germany (Can work remotely) (Remote Germany / EU work permit holders willing to relocate to Germany) for an international Company that help people stay connected so they can get more done together.

Tasks

• 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, NgnixWorking knowledge of programming technologies and languages, SQL queries totroubleshoot 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 also a big plus!
• Experience in programming languages of Java/Python.