1st Line Customer Support Engineer (all genders)

We are a small team with big ambitions to improve Internet performance by improving how traffic behaves on Internet Provider Networks. If you are a creative problem-solver who wants to work with a world-class team, and enjoys learning new skills regularly, then we are interested in you!Your TASKS:You will provide 1st line support, from error analysis to qualification and initial solutionYou forward unsolvable problems to the relevant specialist departmentsYou monitor our support ticket tracking tool and answer customer inquiries (GitLab Service Desk)You carry out technical training courses/webinars and accompany the release of new featuresYou create and maintain help documents for using our products in various applications, e.g. FAQs, checklists and technical documentsOur TECH STACK:Languages: Bash, SQLTools & Frameworks: ClickHouse (SQL-based DBMS), GitLab CI/CD, GitLab Service DeskYour QUALIFICATIONS:You are familiar working with tools such as GitLab Service Desk You have the ability to conduct a root cause analysis of an issueYou demonstrate a customer-first mentalityYou are able to also support non-technical users to troubleshoot with patience and empathyYou have the desire to learn how Internet Traffic worksNICE-TO-HAVE:You have the ability to read and understand a scriptYou have knowledge of internet topology and mechanisms behind internet transportOur BENEFITS:Flexible Working Hours: We know you have a life outside of work, which is why we allow you work whenever it suits you as long as you are available during our core working hours.Home Office: We have adopted a hybrid working model that allows you to arrange your work how and from where it fits best.Health Offers: Your health is important to us. We offer free health checks, regular preventive medical checkups, seasonal flu vaccines, free beverages and fruits.Learning Opportunities: Lifelong learning is essential for us. We offer the opportunity to develop not only software, but also yourself!Company Pension Scheme: Be well positioned for the future - we offer a company pension scheme and pay monthly contributions.Virtual Stock Options: Be part of a success story and benefit from the company’s growth.JobRad: Join our bike leasing program to get a new bicycle at a reduced cost.Jobticket: We subsidize the Deutschlandticket to support climate-friendly mobility.Shopping Discounts: Products and services at a discount from numerous providers and partners.