We prioritise mobility concepts and strive to offer our talent as much flexibility as possible. We provide a hybrid working model within Germany, plus the option to work from abroad for up to 30 days per year. However, we would love to meet you in the office at least once to four times per month.
WHAT WE'RE LOOKING FOR
You have extensive experience working in a service support team, delivering technical & application support and supporting the critical operation of web applications.
You possess broad knowledge of MySQL , XML/XSD, CSV, API´s, file systems like FTP and Exposure to (PHP, Python, JSON, JavaScript) would be an advantage.
You have experience in and can perform technical analysis of incidents, and problems - debugging, testing, troubleshooting, root cause analysis and reproducing the issues in different environments.
Knowledge of ITIL processes, or working in an ITIL-focused environment would be an advantage.
Excellent verbal and written communication skills in English. German would be an advantage.
You’re passionate about helping customers and solving problems.
Knowledge of ITSM/Service Desk tools, such as JIRA.
Excellent stakeholder management skills, including the ability to deal with conflicts such as incident escalations.
Ability to accurately document processes and technical investigations.
YOUR RESPONSIBILITIES
You and your team are responsible for maintaining our SaaS applications.
You work in a second-level tech support team alongside great professionals and support with the communication between customer-facing first level support and engineering teams.
You monitor account performance and work on tickets in a proactive manner to action and resolve issues in accordance with customer-agreed SLAs and processes.
You perform detailed root cause analysis in collaboration with other teams, and recommend and implement changes to processes and products within Tradebyte to reduce the number of recurring incidents.
You document incidents and resolutions to assist colleagues and ensure visibility between internal teams and departments.
Opportunity to join the out-of-hours team to ensure that urgent issues, experienced by our customers, are addressed within customer-agreed SLAs.
You support in building effective monitoring and alerting, to address and prevent incidents from occurring for our customer integrations.
You build and maintain strong working relationships with the development and business teams.
You record and share information on current working methods and lessons learned from other parts of the business that will benefit the role and team.