Technical Support Engineer - German SpeakingTrellix is hiring a Technical Support Engineer - German Speaking. This role reports to the Manager of Technical Support and is part of the support team providing end-to-end case ownership. You will work with Support, Engineering and Product Management to identify and implement technical solutions to customer issues and share feedback to improve quality. As a trusted support advocate, you will partner with Customer Success Managers, Sales, Professional Services and Engineering to deliver best-in-class experiences and outcomes for customers while identifying opportunities to improve products, documentation and processes.OverviewIn the role of a Technical Support Engineer, you will be the primary contact for customers, handling issues from creation to closure. You will rely on your technical skills and customer focus to resolve issues, communicating effectively with customers and internal teams.ResponsibilitiesWork on issues raised by customers from creation to closureAssess and understand the impact, severity and urgency of issuesProvide support to customers and build rapport through relationship buildingParticipate in escalation calls with internal and external audiencesAchieve outstanding results across goals including Customer Satisfaction scores, resolution times and adherence to service level goalsSet and manage expectations with customers, including regular communicationsConduct remote sessions to quickly resolve and progress issuesClosely work with engineering and peers to accelerate solutions. Work in a hybrid setupIdentify data requirements and assist with data collectionAbout you / Qualifications3+ years of applicable experience in a customer-supporting IT environmentExperience in supporting customers in medium to large enterprisesCustomer-focused, patient, flexible and a desire to progress quicklyA team player, able to build rapport and communicate effectively in a calm mannerCan explain complex issues at multiple levels, adjusting style and content to audienceStrong problem-solving skills and a track record of achieving resultsDocument customer interactions to a high standardAbility to work in a dynamic environment with a sizeable workload and multiple prioritiesExperience managing and resolving critical issuesDesire for learning and ability to build on experienceCloud/AI knowledge is desirableFluent in English and GermanCompany Benefits and PerksRetirement PlansMedical, Dental and Vision CoveragePaid Time OffPaid Parental LeaveSupport for Community InvolvementWe are committed to a workplace where everyone can thrive and contribute to our products and customer support. We prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
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