Support Engineer fmd

Location: Berlin Germany (Remote possible)

About Us: We are a leading data visualization software company focused on business presentations. Our mission is to offer the most intuitive user interface for generating complex datadriven charts and slides while ensuring consistency accuracy and seamless integration with Microsoft Office.

Job Description: We are looking for a dedicated and detailoriented Customer Support Engineer to join our team. The ideal candidate will have strong problemsolving abilities excellent organizational and communication skills and a proactive attitude toward troubleshooting and customer service. This role involves providing timely and reliable feedback to our customers identifying and resolving issues and collaborating with our development team to improve our software.

Responsibilities:

• Ticket Management: Provide timely and reliable feedback to customer tickets usually within a few hours with solutions or suggestions for further troubleshooting.

• Effective Communication: Conduct phone calls or remote support sessions asking the right questions and being perceptive of details to identify issues.

• Troubleshooting: Utilize appropriate tools to diagnose and resolve issues such as unusual configurations viruses thirdparty tools files or actions causing trouble.

• Collaboration: Work closely with Developers to resolve issues ensuring they do not recur. Contact thirdparty vendors to resolve issues in their code.

• Knowledge Base: Document solutions and troubleshooting steps in Knowledge Base articles for future reference.

• Continuous Improvement: Evaluate new tools or code them with Developers to improve our automatic errorreporting framework and diagnostic tools.

• ProblemSolving: Address unique problems keeping the work engaging and dynamic.

Qualifications:

• Education: All fields of study are welcome. A strong theoretical background is valued.

• Experience: 25 years of relevant experience in customer support or a related field.
  Language Skills: Fluency in English is required; German is a plus.

• Technical Skills:

  • Experience with Windows architecture is a plus.

  • Experience analyzing minidumps is highly desirable.

• Soft Skills:

  • Attentive and detailoriented.

  • Strong organizational and communication skills.

  • Ability to work independently and structure your work efficiently.

Requirements:

• Timely Feedback: Ensure customers receive feedback within a few hours whether its a solution or a suggestion for further troubleshooting.

• Efficient Use of Time: Understand that customers are busy and use time effectively during phone calls or remote support sessions.

• Problem Identification: Ask the right questions be perceptive of the little things and use the right tools to find the root cause of issues.

• Collaboration with Developers: Discuss problems with Developers to ensure issues are resolved and do not recur.

• Vendor Interaction: Contact thirdparty vendors to resolve issues in their code and ensure customer satisfaction.

• Knowledge Documentation: Write comprehensive Knowledge Base articles for common issues and solutions.

• Tool Evaluation: Continuously evaluate and suggest new tools to improve support processes and frameworks.

• International Customer Management: Manage and support international customers effectively requiring fluency in English with German as a plus.