Technical Customer Support Representative

Atruvia AG

Technical Customer Support Representative providing assistance in software deployment and IT services in a hybrid working environment focused on banking solutions.

Posted 8/3/2026full-timeKarlsruhe • 🇩🇪 GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical inquiry resolution, incident management, and customer support compliance, with a strong foundation in ITIL principles and proficiency in relevant software tools. Possesses advanced communication skills in German and English, complemented by a customer-oriented and structured approach to work.

Highest-signal resume keywords

Technical Inquiry ResolutionIncident ManagementITIL KnowledgeCustomer OrientationGerman C1 Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software DeploymentIncident ManagementITILAgilityArtificial Intelligence

Soft Skills

Customer OrientationIndependent WorkingStructured ApproachTeam Spirit

Tools & Technologies

JiraConfluenceAgree21 ITSMOnline Status Applications (OSA)Knowledge Databases

Industry Keywords

BankingIT-related Vocational QualificationService-Level Agreements1st Level IncidentsCRSOBRCRSICM

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

You analyze, process and resolve technical inquiries from our customers (VR banks, market and outsourcing clients), especially in the area of software deployment.
For problem resolutions that need to be handled outside your area, you create qualified tickets and hand them over to the affected business or service units.
You ensure compliance with customer support service-level agreements and, if necessary, initiate escalations involving all areas required to resolve the issue.
You are responsible for handling and coordinating 1st level incidents in collaboration with CRSOBR (Operations Bridge) and CRSICM (Incident and Complaint Management).
You work, among other tools, with knowledge databases, Online Status Applications (OSA), agree21 ITSM, Jira, Confluence and plainGPT.

Requirements

What you’ll need

You have a degree in computer science or business administration — alternatively a banking or IT-related vocational qualification — and bring several years of relevant professional experience.
Ideally you already have basic ITIL knowledge and are familiar with applications such as SSMP, Bomgar, AGAVE, SAGA, FSV and agree21ITSM.
You communicate confidently in German at C1 level and also have good English skills at B2 level.
Agility and artificial intelligence are more than buzzwords to you – you understand their relevance and want to actively apply them in practice.
Your profile is rounded off by a strong customer orientation, an independent and structured way of working, and a high degree of team spirit.

Benefits

Comp & perks

Flexible work: We operate in a balanced hybrid mix of remote work and presence in modern office environments (activity-based working).
Work–life balance: With our individual working-time models such as part-time, the option for full-time between 30–40 hours, and our lifetime working hours account (sabbatical and/or time off before retirement), you can find the right balance.
Balancing private life and career: We offer a family allowance and support in special family situations, such as caring for relatives.
Individual benefits: In addition to a company pension scheme (subsidized BAV), you can choose between bike leasing, IT hardware leasing, savings allowances (vermögenswirksame Leistungen) and/or an additional day off, among other options.
Onboarding: A guided and individualized induction with a mentor as well as regular feedback meetings with your People Lead support your onboarding. We also welcome you at our #enter welcome event.
Health management – Health, Family and Life: With our programs we support you, among others, through partnerships with the Familiengenossenschaft and voiio. Enjoy diverse meals in our staff restaurants and connect through our sports offerings.
Career model and training: In our development dialogues you discuss your professional, methodological and personal career goals and pursue them through our wide range of training opportunities.
Our corporate values: Respectful, open and honest, self-responsible, supportive and results-oriented – we are guided by team spirit, customer orientation and a desire for innovation and intensive knowledge sharing.
Future and job security: As a cooperative company with decades of experience, we are pioneers of digital transformation in the banking world and a systemically important employer.
Kununu: We are a Top Company 2026 and proud of a Kununu score of 4.3 and a recommendation rate of ≥ 90%.