• Provide engineering assistance for customer onboardings, including requirements workshops, solution design, configuration, and go-live support• Provide L2/L3 technical support, taking full ownership of complex support cases through to resolution• Troubleshoot and resolve technical issues across SaaS platforms and on-premises deployments, collaborating with development and cloud operations teams where needed• Deliver technical documentation including high-level designs, network diagrams, test plans, and knowledge base articles• Conduct customer and partner training sessions to maximise platform adoption and value• Collaborate with sales and customer success teams to understand customer needs and drive positive outcomes• Feed product insights and customer feedback back to product teams to influence the roadmap• Support and mentor junior team members, reviewing their work and contributing to team capability
Requirements
- Background in computer science, business informatics, or a related field (degree, apprenticeship, or equivalent experience)
- Minimum 3 year of experience in enterprise-level technical support (L2/L3 preferred)
- Minimum 3 year of experience in project delivery or technical implementation roles
- Strong experience with Microsoft Teams, Azure Entra ID, and the broader Azure and Microsoft 365 ecosystem
- Excellent communication skills in German and English (C1 written and spoken- mandatory)
- Customer-first mindset with genuine empathy for the challenges customers face
- Calm under pressure, detail-oriented, and proactive in problem-solving
- Able to manage multiple priorities independently while also contributing to a collaborative team
- Proven ability to diagnose and troubleshoot issues in both SaaS and on-premises IT infrastructure environments
- Familiarity with AI integration and implementation within enterprise communications is a plus
- Microsoft Azure, Teams, or M365 certifications- nice to have
- Verint VFC experience or similar compliance voice recording platforms- nice to have
ATS Optimization KeywordsBelow are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility. This unique feature helps candidates tailor their applications more effectively — a feature exclusive to JobTailor job listings.
Hard Skills
- technical support
- troubleshooting
- solution design
- configuration
- project delivery
- technical implementation
- AI integration
- SaaS platforms
- on-premises deployments
- network diagrams
Soft Skills
- communication skills
- customer-first mindset
- empathy
- calm under pressure
- detail-oriented
- proactive problem-solving
- ability to manage multiple priorities
- collaborative teamwork
- mentoring
- customer feedback
Certifications & Qualifications
- Microsoft Azure certification
- Microsoft Teams certification
- Microsoft 365 certification
#J-18808-Ljbffr…