Support Engineer

• You ensure that our in-house customer support runs smoothly, efficiently, and with a customer-centric approach—for our publishers, partners, and platform users.
• Every support request is fully documented, handled accurately, and answered with consistently high quality.
• You work closely with the Support, Operations, and Product teams—reviewing tickets, analyzing data, and deriving concrete improvement measures from the results.
• You regularly review support tickets for completeness, tone of communication, and adherence to defined processes.
• You ensure time tracking, ticket fields, and SLAs are maintained and met.
• You develop and maintain a scoring system for ticket quality and process compliance.
• You analyze support KPIs, e.g., Response Time, Resolution Time, and CSAT results.
• You identify patterns in customer feedback and derive concrete optimization suggestions.
• You provide structured feedback to the Support Lead and assist with coaching or training measures.
• You collaborate with team leads on the continuous improvement of workflows, tool setups, and standards.
• You document results transparently and ensure that quality remains measurable in day-to-day operations.

Customer Support Quality Analyst – Highly Technical Support Area

Technical Support Specialist

Senior Customer Support Engineer

Rollout Support Engineer – m/f/d

Rollout Support Engineer