onsite
Technical Support Engineer - Roxtra GmbH
Software Engineer
Provide expert technical support for enterprise software, diagnosing and resolving complex issues across Linux, Windows, and networking environments while ensuring high customer satisfaction and efficient ticket resolution.
About the role
Key Responsibilities
- Respond to and resolve technical support tickets via phone, email, and chat, ensuring timely and accurate solutions.
- Diagnose and troubleshoot issues related to Linux, Windows, and network infrastructure, including remote desktop and VPN connectivity.
- Document root causes, workarounds, and permanent fixes in the knowledge base for future reference.
- Collaborate with development and product teams to identify and prioritize recurring problems.
- Provide on‑call support during peak periods and maintain service level agreements.
Requirements
- Proven experience in technical support or help‑desk roles, preferably in enterprise software environments.
- Strong knowledge of Linux and Windows operating systems, networking protocols, and remote desktop tools.
- Excellent problem‑solving skills and the ability to communicate complex technical concepts clearly.
- Experience with ticketing systems (e.g., Jira Service Desk, Zendesk) and documentation tools.
- Fluent in German and English, both written and spoken.