Technical Support Manager – 1st Level (m/f/d)

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Technical Support Manager – 1st Level (m/f/d)


  • You are the customers’ and channels’ first point of contact for technical issues
  • After a short research, you either solve the problem or pass it on to 2nd Level Support
  • You are responsible for customer communication. You support the customer until the problem is resolved
  • You provide feedback to the product management team to highlight potential for optimisation & question existing processes to improve the status quo
  • You are responsible for monitoring and point out problems to customers or channels
  • You act as an internal consultant and ensure good knowledge transfer


  • You are the first person your friends and family reach out to when they have technical problems
  • You have experience in the IT / e-commerce industry or in support and service processes
  • You are familiar with XML and CSV
  • Experience with the Salesforce Service Cloud ticket system or similar is an advantage
  • Flexible thinking is easy for you & you can quickly analyse and explain complicated issues
  • Patience is one of your virtues & you love to discover new technologies and programs
  • You are a team player, communicative, and have good empathy for customers. Exchanges with brands and partners as well as with channels and marketplaces are equally interesting to you
  • You are fluent in German and English and you can communicate system-related and technically sophisticated analysis results in verbal and written form



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