• Magdeburg / Germany

Support and Customer Success Engineer

GDEXA is presenting you a great opportunity to join a fast-growing start-up in the IoT and ML area.

This software company develops the next-generation IoT platform and technology that will change how billions of devices connect and interact with information and one another. Their products handle information at a massive scale and build the spine of the upcoming interconnected revolution.

Who you are:

  • You have strong understanding of software development concepts in Angular, Vue.js, Javascript
  • On-the-job experience troubleshooting enterprise customer issues
  • Understanding of networking and distributed systems
  • Knowledge of relational database management systems (RDBMS), SQL and database concepts
  • Official Kubernetes certification of any kind (can be done in job)

What you’ll do:

  • Triage, diagnose, escalate and resolve customer support requests
  • Provide technical support via infinimesh’s support forum, phone and web cases
  • Investigate product related issues both for individual customers and for common trends that may arise
  • Be a liaison between our senior level customer operations engineers and customers
  • Manage the day to day interactions with our customers
  • Identify requirements for additional focused services engagements
  • Direct customer feature requests to product management and infinimesh engineering
  • Provide customers with upgrade best practices, patches and maintenance
  • Participate in the queue management and coordination process by owning customer escalations, managing the unassigned queue and assigning cases to Customer Operations Engineers
  • Be involved and work on other support related activities

What you’ve done:

  • At least 1-3 years of technical software experience preferred
  • Linux experience and/or understanding of basic concepts
  • Go, Rust, C/C++ experience and/or understanding of modern software development concepts preferred
  • Excellent communication skills (Written and Verbal)
  • Strong problem-solving and analytical skills
  • Solid attention to detail
  • Demonstrable troubleshooting skills
  • Strong customer service skills and empathy
  • Must be a proactive self-starter who is ready to learn a lot from a lot of smart people and be humble enough to ask for help, yet independent enough to find existing knowledge too
  • Fluent written and verbal English, other languages a strong plus
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