Visometry GmbH

Technical Writer, Customer Support & Success

Visometry GmbH

full-time

Posted on:

Location Type: Hybrid

Location: Darmstadt • 🇩🇪 Germany

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Salary

💰 €42,000 - €54,000 per year

Job Level

Mid-LevelSenior

About the role

  • Your focus will be on creating, maintaining and optimizing technical documentation, tutorials and support tools that help users get started and make support more efficient.
  • As a technical “understander” and “explainer,” you will also be responsible for handling support inquiries as well as the structure and quality of our customer support.
  • As an important member of the Customer Success team you will ensure processes and work closely with product development, sales and marketing.
  • Maintain and further develop documentation, FAQs, help center content, video tutorials and training materials.
  • Create and update multimedia educational content (text, video, illustrations).
  • Expand and maintain our self-service and knowledge spaces by writing articles with recommended actions based on customer experiences.
  • Regularly analyze support data and topic indicators and produce reports on performance and quality.
  • Handle and coordinate incoming Level‑1 support requests from customers, partners and resellers using your technical understanding/expertise.
  • Organize and conduct support calls and onboarding calls.
  • Classify more complex requests (e.g. bugs, feature requests, ...) and manage cases with Level‑2/3 support.
  • Ensure smooth information flow and status tracking between customers and the (development) team.

Requirements

  • Enthusiasm for technical questions and IT systems.
  • Strong communication skills, empathy and enjoyment of direct contact with people.
  • Experience in technical writing.
  • Ideally, practical experience in end-user support or in training B2B software.
  • Confident in creating multimedia content (video, audio, illustration, image editing).
  • Knowledge of common processes for the rollout and operation of software systems.
  • Interest in AR technologies and industrial applications.
  • Independent, proactive and structured way of working.
  • Excellent German language skills (C2) and good English skills (B2).
Benefits
  • You will receive thorough, continuous onboarding from our expert team.
  • You will have the opportunity to become a true expert with deep domain knowledge within our company.
  • As pioneers in AR/XR technologies and solutions, we offer ongoing training and development opportunities.
  • You can expect an interesting and varied role with well-known national and international clients.
  • You will work independently and autonomously and have room for personal development.
  • You will actively help shape our support structures.
  • Your workplace is just a few minutes’ walk from Darmstadt city center.
  • Individual home office arrangements are possible.
  • Startup atmosphere: modern, well-equipped and centrally located offices, free drinks, coffee, a positive vibe and regular team events create a pleasant working environment.
  • Work–life balance is important to us. We support compatibility of work and private life.
  • We offer flexible working hours.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical writingmultimedia content creationvideo editingaudio editingillustrationimage editingsupport data analysiscustomer supportB2B software trainingknowledge management
Soft skills
strong communicationempathycustomer interactionindependent workingproactive approachstructured workingteam collaborationproblem-solvingorganizationadaptability