1st Line Support Engineer (Hybrid – Berlin, Germany)

Role Type: Full-timeLocation: Hybrid (Berlin, Germany)Salary Range: €45,000 – €55,000Languages Required: English B2Experience Level: Minimum 2 yearsEquity: VSOP ProgramTechnical FocusCI/CDSQLBashClickHouse (SQL-based DBMS)GitLabGitLab Service DeskTicket Management1st Level SupportMission & ValuesWe build intelligent traffic steering and automated load balancing solutions for large-scale IP networks. Our technology helps reduce infrastructure costs while improving network quality—empowering telco operators to navigate the evolving complexity of global internet delivery.Core ValuesHonesty and transparency as the foundation of effective collaborationA belief that work should be both impactful and enjoyableRequirementsTech Stack:Bash, SQLClickHouseGitLab CI/CDGitLab Service DeskQualificationsExperience with GitLab Service Desk or similar ticketing toolsAbility to perform root cause analysisStrong customer-first mindsetPatience and empathy when supporting non-technical usersCuriosity to learn how internet traffic worksNice To HaveAbility to read and understand scriptsKnowledge of internet topology and transport mechanismsTasks & ResponsibilitiesProvide 1st line support: error analysis, qualification, and initial resolutionEscalate unresolved issues to specialist teamsMonitor and respond to support tickets via GitLab Service DeskConduct technical training sessions and support feature releasesCreate and maintain help documentation (FAQs, checklists, technical guides)BenefitsFlexible working hours and locationHealth initiatives, pension scheme, free health checks, flu vaccinesLearning and career development opportunitiesCompany pension and virtual stock optionsBike leasing and subsidized public transportDiscounts on products and servicesExtra leave for child care during illnessVSOP ProgramHiring ProcessSubmit your applicationInitial interview with HR & Product Manager (30 mins)Technical and situational interview (60–90 mins)Final decision and offerFill in the form, we will contact you...