Support Engineer

• Provide global, customer-facing support for Superna software through tickets and remote troubleshooting sessions.
• Diagnose, document, and resolve software or configuration issues following established procedures.
• Escalate complex issues appropriately while maintaining ownership of customer communication.
• Document solutions and contribute to the internal knowledge base.
• Participate in shift rotations and internal team training sessions.

Customer Support Engineer I

• Process customer requests via multiple support channels
• Manage incidents and service requests in line with SLAs
• Troubleshoot and resolve technical issues
• Escalate complex cases when necessary
• Contribute to CSAT and service quality targets
• Identify recurring issues and improvement opportunities
• Share knowledge within the team

Technical Support Engineer, x2

• Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service
• Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Adhere to company policies and procedures

Technical Support Representative II, Part Time

• Serves as customer liaison with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.
• Resolves customer problems via telephone, email, chat or remote access.
• Research customers’ technical issues in a timely manner and follow up with recommendations and action plans.
• Escalates cases to management when customer satisfaction comes into question.
• Participates in functional groups to identify and drive resolution for escalated cases.
• Contribute and utilize internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.
• Create knowledge base content and systems to capture new learning for reuse throughout the company and user base.
• Lead technical communications within the team to share best practices and knowledge.
• Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service.
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
• Exceeds customer expectations on response quality, timeliness of responses and overall customer experience.
• Serve as an internal point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
• Collect information and document bugs with Engineering for product issues that are impacting customers.
• Pushes creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements to delight customers.
• Subject Matter Expert on one key product feature.

Technical Support Engineer – Fixed Term

• Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty
• Provide friendly and effective technical support to customers via various channels, ensuring their confidence in our assistance.
• Actively listen to customers, asking relevant questions, and appropriately challenging them to ensure thorough issue understanding.
• Take ownership of each assigned incident from start to resolution, providing timely updates and maintaining communication throughout the process.
• Collaborate with customers to determine the severity and priority of each issue, adhering to SLA targets for resolution.
• Focus on root cause correction to prevent issue recurrence, proactively pulling challenging cases to sharpen skills.
• Create and update knowledge base articles using KCS methodology, contributing to the collective knowledge of the team.
• Continuously develop industry knowledge, identify and report software issues, maintain consistent performance, and avoid escalation through effective communication and resource engagement.

Junior Technical Support Engineer, German

• Provide advanced technical support for complex vehicle issues
• Act as a key escalation point for Level 1 teams and dealers
• Provide second-level technical support for complex vehicle issues
• Support Level 1 agents and assist dealers remotely in resolving advanced cases
• Diagnose and resolve complex technical issues across vehicle systems
• Collaborate with Technical Delegates, Engineering, Quality and Suppliers
• Contribute to improving repair efficiency, service quality and customer satisfaction
• Monitor open technical issues and trigger technical discussions when needed
• Apply internal processes (e.g. ITEM) to provide solutions and reduce ticket volume
• Manage a minimum of ~3 tickets/day as Level 2 (plus additional Level 1 support during peak phases)

Level 2 Technical Support Engineer, German

• Manage and track support cases using internal systems (PAMIR)
• Ensure full traceability of each case
• Respect service level agreements (SLAs) and response times
• Handle an average of ~10 tickets per day
• Ensure timely resolution according to standard lead times

Technical Support Engineer, Level 1 – German

• Analyzes received support requests and identifies appropriate solutions, based on available basic data and own technical skills.
• Escalates support requests that cannot be resolved at Level 1 to the higher technical level, according to established procedures.
• Ensures monitoring and management of support requests throughout their lifecycle, until their closure.
• Promptly informs the manager of any incident identified during the processing of requests.
• Takes over and manages support requests from colleagues in situations of absence, ensuring business continuity.
• Translates support requests or other documents, at the manager's request.
• Ensures compliance with internal procedures and work instructions in the processing of each task.
• Manages support requests considering the impact on warranty costs generated by operations and makes recommendations for part replacement, when necessary.
• Proposes the creation or updating of items and/or databases, to continuously improve the knowledge base.
• Applies and complies with the requirements of the client's quality management system.

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