1st level Support engineer

Serve as first point of contact for customers, efficiently recording, answering, analyzing and resolving their inquiries

Ensure good customer experience through rapid and effective problem resolution

Minimize disruptions for customers

Key tasks and responsibilities:

Triage customer incident and support tickets (priority, issue type, description etc.)

Take full ownership of customer incident and support tickets through to resolution with regular progress communication

Understand, analyze, troubleshoot and resolve incidents within scope

Actively take part in regular touchpoints with development teams regarding underlying problems or incidents outside scope to gather information on workarounds or options for more in-depth analysis (Dailies, Refinements, Planning, joint analysis sessions)

Create tickets for development (describing faulty behavior, expected behavior, steps to reproduce) for confirmed bugs and present them in refinement session with development teams

Document all relevant information, especially regarding analysis and resolution steps, * Holiday flat in Valencia- Dreaming of sunny days in Spain? Our company flat is ready for your next getaway.

• Gifts for special occasions- We love celebrating you! Expect thoughtful surprises on Easter, Women's Day, Father's Day, and more.
• Anniversary gifts- Each work anniversary is a milestone worth celebrating, and we'll continue to mark every year you spend with us with a special gift.
• Team-building events-We value connection beyond work, offering engaging team experiences in great locations to inspire collaboration and fun.
• End of the year celebrations-We wrap up each year with a special celebration, filled with joy, laughter, and unforgettable moments.
• Day off on your birthday- Your special day is yours to enjoy, no work required!
• Monthly massage day- Treat yourself to a relaxing massage at the office once a month.
• Monthly themed lunch- Delicious food and great company - let's keep sharing laughs and stories around the table each month.
• Community and social initiatives- We bring people together through activities like Bring Kids to the Office Day, donation drives, tree planting, sporting events, decorating the Christmas tree with your colleagues, celebrating new office openings, Principal33's anniversary, Exchange Office, and more!
• Access to Udemy Learning Platform- We know growth matters, so you now have unlimited access to thousands of courses on Udemy. Develop your skills, anytime, anywhere!
• German Language Courses-We offer dedicated language courses to help you develop your German skills, supporting both personal and professional growth.
• SAP Courses- We're preparing to launch specialized SAP training sessions to support your professional development and boost your expertise in this valuable field.
• Personal & Professional Growth-We support your development through masterclasses with experienced trainers and are open to investing in courses and training that help you grow.

You are a graduate of a relevant course of study, have completed vocational training, or have work experience in a field relevant to the powercloud domains.

You have in-depth practical experience with the powercloud and billing domain

You have worked with ticketing tools like Jira

You demonstrate proficiency in understanding and resolving complex customer issues

Your in-depth subject matter expertise, your distinct analytical and structured way of working as well as your communication skills make you a competent contact person for our customers

You are business fluent in English and German