Customer Support Engineer (f/m/x)

We are looking for a dedicated Customer Support Engineer to help our customers get the most out of our software. In this role, you will be the technical point of contact for our users and play a key role in ensuring they have a positive experience with our product Marmind. This position can be based either in the Entirely Office / Location Vienna or Location Premstätten or full remote (Austria).

Requirements

• Experience in technical customer support, IT support, or a comparable role and/or completed technical training in IT/software (HTL or bachelor's degree)  
• Knowledge of quality assurance and manual software testing is an advantage 
• Structured and independent way of working  
• Analytical thinking and strong problem-solving skills  
• Strong communication skills and enjoyment of explaining complex technical content in an understandable way 
• High service orientation and empathy in dealing with customers 
• Very good written and spoken German and English skills  
• Advantageous: Basic technical knowledge of MS SQL Server, CMD, PowerShell, etc. 
• Advantageous: Good knowledge of software error analysis, APIs, web technologies, or databases (adaptable depending on the product)

Responsibilities

• Analyzing, prioritizing, and processing technical customer inquiries (ticketing, email, chat, occasionally phone)
• Troubleshooting application and system errors, analyzing root causes, and providing detailed bug reports to developers
• Reviewing and reproducing incoming bug reports 
• Collaborating with development teams, project managers, and product/feature owners
• Communicating with customers verbally and in writing (email, phone, video conferences)
• Contributing to the improvement of QA and support processes as well as related processes (SDLC)
• Monitoring software releases and quality control processes

Benefits

• Fun is definitely not neglected at work. Our diverse team from different nations ensures that! 
• Flexible working hours and home office option (10 days a month with a 5-day-week) for employees near the Marmind offices, with the full remote option if more than 75 km from our offices
• Location flexibility: We have offices in Vienna and Premstätten bei Graz
• 20 workation days in EU-countries per year
• Benefits: joint lunch once a week, parking lot or job ticket, fruit, coffee, tea, after-work drinks, snacks, team events
• A minimum annual gross salary of EUR 42,000 for full-time employment with the willingness to overpay depending on qualifications and professional experience.

Please note that we do not reimburse travel costs incurred for interviews.