Escalation Engineer (f/m/d) Enterprise Software

As an Escalation Engineer, you will leverage your advanced troubleshooting techniques and tools to conduct thorough analysis and investigation of complex technical problems. You will serve as the link between Customer Support and Engineering teams by escalating critical technical issues to the responsible team. Your role will also involve providing guidance and training to Support teams, contributing to continuous improvement of support practices and product quality, and serving as a liaison between Support and Engineering teams to facilitate swift resolution of issues and maintain effective communication.

Responsibilities:

• Managing and resolving escalated technical issues related to cplace, ensuring timely and effective resolution for customers.
• Providing expert technical support to both internal teams and customers, including diagnosing and troubleshooting complex issues related to cplace and its software architecture.
• Collaborating with the product development team to provide feedback on recurring technical issues and potentially supporting with testing new features or updates and assisting with designing and implementing improvements or bug fixes.
• Documenting findings, resolutions and best practices to create a knowledge base for technical solutions and communicating this information with the Customer Support team and customers.
• Continuous evaluation and improvement of technical support processes and tools to enhance efficiency and customer satisfaction, as well as identifying and addressing recurring issues to prevent similar escalations in the future.
• Direct communication with customers to explain complex technical issues or solutions and provide updates on the status of escalated problems.
• Training and mentoring support staff to improve their troubleshooting skills and handle more advanced technical issues independently.
• Assisting in the reproduction of issues reported by customers on local and remote test environments with the goal of reducing the time and effort required by the Engineering team to implement fixes and improvements.

• Bachelor's degree in Computer Science, IT, Engineering, or a related field, or equivalent work experience.
• At least 3 years of experience in a customer-facing technical support or engineering role within a technology-driven environment or hands-on software development experience as a programmer or SRE, ideally in Java. 
• Experience with log analysis, monitoring tools, reading and debugging (ideally Java) software code.
• Exceptional analytical and advanced problem-solving skills, keen eye for details, a systematic approach to solving complex technical issues, along with the ability to work in a fast-paced and dynamic environment.
• Excellent verbal and written communication skills to explain technical concepts to non-technical stakeholders.
• Experience with SQL databases, Elastic Search, Linux and Docker, as well as ideally a certification in relevant technologies or methodologies (e.g. ITIL, Microsoft, Cisco or AWS)
• Proficiency with scripting languages (e.g., Python, Bash, PowerShell) for automation and tooling is a plus
• Professional proficiency in English and German  

• Flexible work model and Hybrid Work Model, EU-Workation
• Room for creativity, co-design and further development
• Competitive salary, 30 days vacation & sabbatical option
• Wellpass, job bike & corporate benefits
• Modern and central offices in Munich, Hannover and Ludwigsburg
• Hardware of your choice

Just get in touch with us! We look forward to getting to know you.
career@cplace.com

www.cplace.com | #bestteam
collaboration Factory GmbH | Office Munich | Arnulfstraße 34 | 80335 Munich| Phone: 089/ 80 91 33 232