Technical Lead - Customer Support (f/m/d)

Technical Lead – Customer Support (f/m/d)

Your Mission

1. System Updates in Customer Support:
2. Manage and maintain software for both international and domestic customers, implementing new software/firmware updates, bug fixes, and feature enhancements within the designated maintenance windows on a Linux environment.
3. Ensure all updates are completed with minimal disruption, aligned with customer requirements, and supported by clear, timely communication to keep customers informed throughout the update process.
4. Maintain precise and comprehensive documentation of all actions taken, including analysis results and customer communications, in our ticketing system.
5. Prepare detailed problem outputs and resolutions for handover to the back-office team when needed.
6. Engage closely with Engineering, Operations, Project Managers, and Technical Sales to align support efforts with overall project goals and enhance customer satisfaction.
7. Coordinate, negotiate, and schedule maintenance activities in collaboration with customers or Project Managers to ensure all work is completed smoothly and effectively.

WHAT WE ARE LOOKING FOR

To join our team, YOU must HAVE:

1. A degree in Engineering, Information Technology (IT) or equivalent
2. Several years of practical experience, ideally within the telecommunication industry
3. Strong expertise in Linux operating systems (SUSE, RHEL, Red Hat) and Windows, with solid knowledge of console management and scripting languages (e.g., Bash, Python, or Perl)
4. Experience with databases (MySQL, MariaDB and ideally Oracle, PostgreSQL and Couchbase)
5. Strong IP knowledge including VPN, Firewall, routing, and remote access
6. Experience in handling and managing 2nd level support tickets or equivalent troubleshooting knowledge
7. Excellent English and German language skills; additional language skills are a plus
8. Understanding of mobile communication technologies (GSM, UMTS, LTE) as well as landline technologies (PSTN, ISDN, VoIP) (Beneficial)
9. End to End testing experience (Beneficial)
10. Knowledge of PS mobile core network architectures (LTE/5G) (Beneficial)

YOU must BE:

1. Skilled in guiding and mentoring teams on technical matters and taking ownership
2. Focused, organized, and driven to achieve solutions efficiently while having a customer-centric approach
3. Experienced in meeting tight deadlines and managing high-pressure tasks with a strong commitment to quality
4. Working collaboratively toward shared objectives
5. Understanding complex technical systems and quickly learning new technologies
6. Proficient in creating streamlined processes and automating tasks to improve operational efficiency

What we offer:

1. Flexible working hours and Home Office policy for a good work-life balance
2. In addition to 30 days of vacation: extra days off for enough rest and relaxation
3. Contribution to public transportation as well as bike leasing option for environmentally conscious mobility options
4. Contribution to company pension scheme and capital-forming benefits (VWL) for a secure future
5. Free cold and hot beverages as well as fresh fruits for energizing breaks
6. Enjoyable breaks with a game of table tennis, darts or table football

If you feel that you’ve got what it takes to work with us and want to join an international team, apply now with your updated CV, a brief on your motivation, your salary expectations, and your earliest possible start date at

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

Industries

Telecommunications

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