Applications Support Engineer

Passionate about Web, Cloud and SaaS based software technologies ?

Experience in the on-demand and knowledge management video sector or a thirst for learning new technologies in this continually evolving industry ?

Eager to pursue your career in a company with a proven track-record of investing in its employee’s success and in promoting a learning driven and career progression focused environment ?

Fluent in German and English and enjoy supporting customers across the German speaking region ?

If so, why not read on ?

Euro London’s client is a world leader in video-based learning in the academic and corporate sectors, with a range of cutting-edge technologies for knowledge management, video creation, management and delivery.

As a trusted innovator in their sector they partner with the majority of the world’s top universities , they also provide their technology to industries ranging from Aviation to Energy, Healthcare and Transport to Telecommunications.

To support their growth in the German-speaking DACH region our client is currently looking for a fluent German and English speaking Support Engineer with significant experience supporting customers ideally on SaaS or Cloud based platforms.

You would play an essential role in supporting their interactive video platforms, using your advanced troubleshooting skills and customer-facing expertise to resolve complex issues on the platform as well as to guide clients through platform usage and functionality. You’ll act as a point of escalation for technical issues, ensuring prompt and effective problem resolution whilst developing client relationships.

This position offers excellent long-term opportunities for skills and career growth within a collaborative international team environment in a fully remote-based role ( 2-3 mandatory days in the London office on average per year).

Please see below for more information on the core responsibilities in this position :

• Customer support and focus : Acting as a trusted liaison between the customer and the company , delivering an exceptional service and addressing customer needs promptly and effectively.
• Communication : Conveying information effectively , adapting tone and method to different types of audiences and contexts.
• Troubleshooting : Diagnosing and resolving complex software issues, documenting actions taken to analyse the issue and track resolution.
• Ticket management : Prioritising support tickets based on the severity of the incident and collaborating with the engineering team to ensure timely resolution.
• Product knowledge : Contributing to the team’s knowledgebase  by updating documentation and understanding product features to optimise customer support.
• Collaboration : Mentoring junior support engineers and analysts , fostering a culture of efficiency and teamwork.

Other duties may be assigned to help develop our client’s vision and mission and to align with the company’s values.

Required qualifications

• Able to work effectively in a team and to adapt to a fast-paced environment.
• Fluency in German and English is essential.
• Excellent verbal and written communications skills.
• Expert troubleshooting and problem-solving skills in a professional environment.
• Experience troubleshooting online technologies and services.
• Proven knowledge of Windows ( Desktop and Server), Mac OS, networking and web applications troubleshooting.
• A degree in Computer Science or a related field or equivalent experience.
• Able to be remote based in the UK.

Preferred qualifications ( but not essential)

• Experience in software coding/testing or video production editing as a hobby and/or in professional work.
• Demonstrated knowledge of MS SQL, IIS and diagnostic tools like Perfmon, Fiddler or Wireshark.

How does this sound to you ?

If you’d like to develop your skills and grow your career in a reputed and world-leading international organisation in their field, focused on creating innovative online video experiences for thousands of academic and corporate customers daily, why not apply today ?