Technical Support Analyst

Ready to combine technical problem-solving with meaningful societal impact? Join Synmatch AI's client as a Technical Support Analyst with an internationally operating software company that develops specialized solutions for organizations preserving and making accessible knowledge, culture, and history. Their customers include museums, archives, libraries, and renowned institutions worldwide.

This is not classic first-level support. You'll analyze complex technical challenges, work yourself into diverse customer environments, and develop sustainable solutions alongside customers and internal teams. The role offers a steep learning curve across varied system landscapes, databases, server environments, and configurations with deep insights into how international organizations operate.

Our client connects modern technology with genuine societal value, working in an international environment with teams and customers across multiple continents. They're expanding their Technical Support team and seeking someone who enjoys solving problems, recognizing patterns, and accompanying customers on their path to success.

What you will do as a Technical Support Analyst...

• Technical Support: Provide technical support for existing customers in German-speaking and international environments

• Complex Problem Analysis: Analyze and resolve complex technical inquiries and support tickets beyond simple troubleshooting

• System Diagnostics: Perform error analysis across software, database, and system environments

• Bug Documentation: Document and track bugs with close collaboration with development teams

• Reproduction Steps: Create clear, reproducible steps and technical descriptions for issue resolution

• Testing: Test solutions and releases before deployment in customer environments

• Configuration Support: Assist with configurations, customizations, and technical questions

• Knowledge Management: Build and maintain documentation and knowledge bases for team and customer use

• Improvement Identification: Identify optimization potential and relay customer feedback to relevant teams

• International Collaboration: Work with international teams across support, delivery, and development

What we are looking for…

• IT Background: IT education or comparable technical experience in relevant environments

• Support Experience: Previous work in technical support, software support, or similar analytical roles

• Structured Approach: Methodical, structured, and independent working style

• Problem-Solving Orientation: Enjoyment analyzing technical problems and developing solution-oriented approaches

• Self-Organization: Ability to set priorities and organize workday independently

• Growth Mindset: Open to feedback and committed to continuous learning

• Customer Communication: Comfortable communicating with customers and explaining complex topics clearly

• Language Skills: Very good German and English proficiency (written and spoken)

Helpful experience with:

• SQL and databases

• Windows Server or Azure environments

• UNIX / Linux

• Scripting languages

• XML, XSLT, or JavaScript

• ITIL-based support processes

Interest in cultural, educational, or knowledge institutions is a plus but not required.

Benefits and perks…

• Meaningful Work: Support organizations preserving knowledge, culture, and history for future generations

• International Collaboration: Work with colleagues and customers across multiple countries as part of a global team

• Steep Learning Curve: Diverse products, customer environments, and technical challenges with continuous professional development

• Creative Freedom: Actively shape documentation, processes, and best practices—your ideas are welcome

• Technical Diversity: Work with varied technologies, databases, server environments, and system landscapes

• Flexible Environment: Ideally based near Mülheim an der Ruhr; 100% remote possible for strong candidates. Onboarding includes time at the Dutch office to meet the international team