The position is based in Frankfurt in priority but Paris and London are possible

What you’ll be doing:
Globally distributed, Technical Support Engineers are integrated in our Support team, providing technical support to our international customers. They have a deep technical understanding of the SightCall platform and work closely with customers, Customer Success team, product team, development team and Sales Team. They are key to our customer’s success.

As a SightCall Support Engineer you will:
• Provide Level 1-2 support to a large variety of customers with different configurations
• Take ownership of customer issues reported and see problems through to resolution or Escalate to the relevant teams.
• Research, diagnose, troubleshoot and identify solutions to resolve issues raised through our ticketing system (Zendesk)
• Understand SightCall’s SLA obligations to its customers and ensure adherence.
• Create and update internal and external documentation based on customer interactions.
• Follow and help improve our procedures for proper escalation of unresolved issues to the appropriate internal teams
• Interact with product and development teams to ensure a good understanding of the ongoing developments and match with customer’s expectations.
• Continually research and learn the current and future best practices of using SightCall
• Perform product testing as required, to make sure that we are delivering the best experience to our customers.

What you bring to the table:
• 3-5 years of relevant experience (Technical Support, Technical Account Manager, Developer, etc.)
• Preferably a CS Degree
• General IT skills on various operating systems: PC, Mac, iOS, Android
• A natural troubleshooter, autonomous, able to assemble and use different tools, able to manage and prioritize effectively, willing to dig deep to find the answers to tricky problems.
• Understanding of APIs, Databases and Network infrastructure
• Basic understanding of the architectural principals of web-based platforms including SaaS, multi-tenancy, multi-tiered infrastructure and application servers.
• Programming skills (JS, Python) would be a plus
• Solid written and interpersonal communication skills.
• Ability to communicate and synthetize complex technical topics to customers and coworkers of varying technical skill levels.
• Enjoy working in a fast-paced, dynamic and innovative environment.
• Must be fluent in English and German. Any additional languages are welcome.

What we’re offering:
We’re looking to hire team members invested in creating a career. Whether you are looking to launch a new career in sales or grow an existing one, SightCall is dedicated to helping you become a successful representative! Here is what we’re offering:
• Remote work - hybrid
• Laptop provided
• Competitive base pay