Support Engineer

• You will support our partners by phone, email and via the ticketing system for the Cyber Security solutions listed under support
• You will receive, analyze and assess customer issues
• You will handle standard inquiries independently
• You will work on complex issues together with colleagues from 2nd level support or the vendor
• You will work closely with the Pre-Sales team to incorporate valuable practical insights into projects
• You will take on a variety of tasks in existing and new projects at regional, national and international levels
• You will participate in national and international events organized by Exclusive Networks and our vendors for continuous professional development

• Own technical cases end-to-end - reproduce and isolate faults across app, network, and integrations
• Debug integrations and on-prem configs for German care software systems
• Untangle customer-side IT issues like firewalls, proxies, and certificates
• Monitor system health during your shift and support incident response
• Turn recurring issues into fixes - contribute to root-cause docs and runbooks

Working Student – Technical Support

• Du arbeitest als 2nd-Level-Fachkraft eng mit den IT-Abteilungen unserer Kunden zusammen
• Du unterstützt unsere Kunden bei allen Fragen rund um orcharhino
• Du analysierst technische Probleme und sorgst dafür, dass diese zuverlässig gelöst werden
• Du stellst sicher, dass keine Anfrage unbeantwortet bleibt
• Du betreust unsere orcharhino-Qualitätssicherungssysteme
• Du sorgst dafür, dass unsere Applikationsinfrastruktur in den Rechenzentren stabil und einwandfrei läuft
• Du trägst dazu bei, dass unsere Systeme jederzeit zuverlässig verfügbar sind

Support- und Operations-Engineer

• Running real-time phone or remote access sessions with customers
• Provide direct technical web and telephone support to Fortinet customers.
• Support and troubleshooting on the wireless and switching range of Fortinet products.
• Collection, analysis and change recommendations of configuration information.
• Collection and analysis of customer network information.
• Collection and initial analysis of packet trace information.
• Recommend corrective actions based on analysis.
• Provide customer education where needed due to gaps in networking, product knowledge, etc.
• Consultation of technical documentation, bulletins, and release notes for known problems.
• Reproduction of customer environments on lab equipment.
• Follow up on technical cases, including proper escalation and management of the case until case closure.
• Manage customer communications and expectations until the closure of each case.

Technical Support Engineer – Wi-Fi, Switching

• Resolve day-to-day IT support tickets independently, maintaining high response quality and ensuring at least 90% of tickets are handled within SLA.
• Own the full Berlin onboarding and offboarding journey, ensuring every new hire has hardware and account access ready on day one.
• Keep our hardware inventory accurate and up to date, and build simple processes that make asset tracking easier going forward.
• Grow our self-service knowledge base with clear, practical guides that help people resolve common issues themselves.
• Plan ahead on IT procurement together with the wider IT team so new hires and existing employees never wait on missing equipment.
• Keep the Berlin office informed with regular updates on IT changes, known issues, and best practices.
• Contribute to strategic Corporate IT initiatives, such as a device lifecycle policy, a VPN rollout, or software standardization.
• Partner with People & IT to build a simple way to collect feedback on support and onboarding, piloting it within nine months and making it part of how we work by month twelve.

IT Support Engineer

• Focus on complex technical support, root cause analysis, and process optimization
• Analyze and resolve complex incidents related to our cloud/archive solutions
• Perform root cause analyses and coordinate cross-departmental adjustments
• Continuously improve our support and operations processes
• Serve as the primary point of contact for IT staff and PACS teams
• Monitor services on internal systems as well as customer systems
• Prioritize tasks, allocate resources, and support the team

Senior PACS Support Engineer

• In this key role, you will take our technical support to the next level, optimize workflows, and prepare intentionally to assume functional and disciplinary leadership responsibilities.
• Challenging 2nd-level support: You will analyze and resolve complex technical faults in our cloud/archive environments, applications, and frontend systems.
• Sustainable problem management: Instead of just treating symptoms, you will get to the root cause (root cause analysis) and work closely with other departments to permanently eliminate sources of error.
• Workflow & process optimization: You will structure the daily workflows in support and continuously develop our service processes.
• Interface & escalation point: You are a valued contact for the IT departments and PACS administrators of our customers (hospitals and practices) and manage critical escalation cases with confidence.
• System monitoring & documentation: You will monitor the performance of our internal and external systems and maintain our knowledge base and system documentation.
• Mentoring & team leadership: You will support three junior colleagues as a technical mentor, manage resources, and grow into the role of team lead in the medium term.

• Own technical customer cases end-to-end during your shift: reproduce, isolate the fault across app, backend, customer network, and third-party systems — and keep the customer clearly informed until it's solved or cleanly handed over
• Debug integrations with leading German care documentation systems: interface errors, data and schema mismatches, and on-prem configurations in customer environments (Windows/Linux)
• Untangle customer-side IT — firewalls, proxies, certificates, MDM-managed shared devices — often in direct coordination with a facility's IT
• Keep an eye on system health during your shift using our observability stack, and act early when something looks off — especially in the evening and weekend hours when you're our eyes on the system
• Support critical incidents: assess which facilities are affected, help drive resolution together with Engineering and the on-call L2, and contribute to clear, timely customer communication
• Turn recurring issues into permanent fixes: contribute to root-cause analyses, runbooks, and knowledge-base articles that make the whole team faster

Technical Support – Working Student

• Act as the central point of contact: Receive technical inquiries professionally via phone, email and the ticketing system, and accurately capture all relevant information (customer, machine, fault description).
• Deliver solutions: Independently analyze and resolve technical issues (Level 1–3), relying on our knowledge bases, documentation, remote tools and your personal expertise.
• Master communication: Proactively and clearly inform requestors about status and next steps, taking ownership to ensure a consistently positive customer experience throughout the support process.
• Manage escalations: Confidently assess the urgency of requests and escalate highly complex cases to product specialists or R&D according to defined procedures.
• Ensure quality: Share responsibility for meeting our service levels (response and resolution times), ensure the technical correctness of your solutions and document all support cases comprehensively in the ticketing system.
• Share knowledge: Create and maintain entries in our knowledge base to optimally support colleagues and actively promote self-service solutions.

Technical Support

• Provide technical support to customers pre- and post-sales
• Perform equipment installation, testing, demonstrations, and troubleshooting
• Deliver customer training and produce German-language manuals, videos, and documentation
• Gather user feedback and coordinate with headquarters for product improvements
• Support setup of local service centers and perform minor equipment repairs
• Assist the Sales Manager with customer visits and product certification tasks

Technical Support Engineer

• Betreuung und Sicherstellung eines stabilen Systembetriebs für Reporting, Planung und Konsolidierung
• Installation, Konfiguration und regelmäßige Updates unserer Softwarelösungen
• Analyse und Bearbeitung technischer und fachlicher Anfragen (First- und Second-Level-Support)
• Identifikation und Behebung von Fehlern in Datenverarbeitung, Reports, Masken und Workflows
• Beratung der Anwender sowie Dokumentation durchgeführter Anpassungen
• Ansprechpartner für unsere Kunden bei technischen Fragestellungen

Support Analyst, Business Solutions

• Competent point of contact for users and IT staff from PACS teams in hospitals and medical practices regarding technical questions about the use of our medical image data management solutions
• Independently handling customer inquiries and incidents in 1st-level support for our cloud and archive solutions as well as frontend servers and applications
• Technically resolving incidents in 2nd-level support for our archive applications and on frontend servers
• Optimizing and further developing our support and operations processes to continuously improve customer service and provide sustainable resolutions
• Conducting root cause analyses and collaborating across departments to resolve incidents
• Monitoring services and applications on internal systems as well as on customer systems
• Responsible for the operation and management of the archive applications in our data centers

Senior Customer Support Engineer – MedTech

• 1st und 2nd Level Support im Client-Management (O365, M365, AzureAD,…)
• Administration, Support von Clients und Anwender
• Direkter Kontakt mit Endanwendern am Service Desk und an den Kunden-Standorten im Raum Landsberg a. Lech
• Umgang mit einem Ticketsystem und Dokumentation im Ticketsystem
• Installation und Konfiguration von Hardware- und Softwarekomponenten
• Analyse und Behebung von Störungen

• Collaborate with the OEM sales team to define and configure labeling solutions
• Participate in customer meetings, product demonstrations, and application evaluations
• Perform system installations, validations, and customer acceptance procedures
• Coordinate and execute orders through to successful handover
• Troubleshoot and handle technical complaints in collaboration with product teams
• Conduct device demonstrations, tests, and training in close coordination with OEM sales
• Prepare reports, installation guides, and technical documentation
• Attend trade shows, sales trainings, and monitor competitor activities

Technical Support Engineer, OEM

• Ensuring efficient running of and providing maintenance to various IT systems
• Inspecting, prioritizing, and maintaining systems to the highest operational standards
• Providing effective solutions for software and hardware issues
• Responding to user inquiries and guide users with simple instructions
• Recording technical issues and solutions in Knowledge Management System

Onsite IT Support Technician, Munich/Berlin

• Qualification, classification and handling of support tickets in 1st and 2nd level support for hardware and software
• Network and server administration of various IT services, e.g. access control systems, user management, patch management, software distribution, UC systems and groupware
• IT administration tasks, e.g. asset management, procurement, documentation, employee onboarding/offboarding
• Installation, configuration and maintenance of clients, peripherals and, where applicable, server components
• Documentation of solutions and processes and maintenance of knowledge base articles
• Participation in IT projects

2nd Level Support Engineer – On-site

• Handling user calls and tickets (incidents and service requests): qualify, investigate and resolve issues
• Remote assistance as needed
• Priority on level 1 support cases, but if it follows our best practices also some level 2 cases
• Work with L2 and L3 experts according to cases encountered
• Have the reflex to follow or document any needed knowledge in our Knowledge Base system
• Identify critical incidents and problems

IT Support Analyst

• You will help us further develop and improve Parqet's data quality
• You will work specifically on automating data acquisition and correction to improve Parqet's data quality
• You will assist in support, where users report data issues
• Actively communicate with the community via email to handle data requests effectively and to document and resolve possible errors or improvements internally
• Ensure and further develop the data quality of asset data and data tools
• Work closely with other developers, support, and product management to quickly implement requirements and feedback

Working Student – Data Support Engineer

• Provide first-line technical support to customers for our AI robotics systems.
• Serve as the primary point of contact for customers, delivering technical support.
• Diagnose and troubleshoot hardware and software issues using SSH, Python, Docker and other tools.
• Collaborate with internal and external hardware and software teams to solve complex technical problems.
• Escalate unresolved issues and ensure timely resolution by engaging the right specialists.
• Act as an on-call support contact during assigned shifts to address urgent customer issues.
• Maintain accurate documentation of incidents, solutions, and customer interactions.
• Identify recurring problems and contribute to product and process improvement initiatives.
• Develop and lead the development of platform improvements.

Support Engineer jobs in Germany

See all jobs on JobTailor

Support Engineer

Working Student – Technical Support

Support- und Operations-Engineer

Technical Support Engineer – Wi-Fi, Switching

IT Support Engineer

Senior PACS Support Engineer

Senior PACS Support Engineer

Technical Support – Working Student

Technical Support

Technical Support Engineer

Support Analyst, Business Solutions

Senior Customer Support Engineer – MedTech

IT Support Engineer

Technical Support Engineer, OEM

Onsite IT Support Technician, Munich/Berlin

2nd Level Support Engineer – On-site

IT Support Analyst

Working Student – Data Support Engineer

Technical Support Engineer