Customer Support Engineer – German Speaker (m/w/x)

ABOUT US

We are a freight-tech scale-up with more than 100 employees, increases efficiency and simplifies access to rail freight and intermodal transport. The Rail-Flow Platform offers innovative marketplace, collaboration, CRM, and transport management solutions across the entire rail logistics value chain.

This accelerates processes, strengthens the competitiveness of rail, and supports the reduction of CO2 emissions by shifting traffic from road to rail. Over 500 railway undertakings, forwarders, intermodal operators, and shippers already rely on Rail-Flow’s solutions.

We are looking for Customer Support Engineer for our Development Center in İzmir. A brief job description of the position and preferred qualifications for the suitable candidates are defined below:

EDUCATION

• Bachelor’s degree in Management Information Systems, Computer Engineering or Software Engineering in a related technical field or equivalent practical experience
• Master degree is an additional asset

EXPERIENCE / TECHNICAL KNOWLEDGE

• Fluent in German and English (Min. C1 level)
• Advanced communication skills, openness to feedback, problem solving, analysis, planning, and follow-up
• 3+ years of experience in a field of Customer Support, Helpdesk and IT Service Management
• Knowledge in agile project management methodologies,
• Broad understanding of client IT technologies and business considerations
• Strong communication and leadership skills
• Able to manage time and priority

JOB DESCRIPTION

The successful new joiner will be a member of an international team, which enables him/her to improve his/her technical and personal competencies.

WHAT WE ARE EXPECTING FROM YOU

• Working as a part of the technical team (DE and TR based)
• Proactively monitor cloud systems from the given SLA promises point of view
• Generate monthly SLA reports
• Coordinate with key users to define and direct incident Management
• Manage, report and communicate on the global performance of the processes he owns
• Coordinate and facilitate the Incident Management process across the global organization
• Leading Customer Support projects
• Communicate upcoming Changes to impacted parties
• Facilitate post-support reviews / reactions
• Report on Incident Management activities

NICE TO HAVE

• Experience working on SaaS products in an Agile organizations
• Experience in working in APEX
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team
• An ability to balance and plan the short-term actions of the team
• Knowledge and understanding of all relevant industry standards
• Knowledge and understanding of best practices for service management

WHAT WE OFFER

• International work environment and international customer projects
• Opportunity to improve your soft and technical skills in a learning supportive environment with Buddies
• Support and guidance for your career development
• Working hybrid system
• Health insurance package
• Pluxee Meal Card (Netflix and Spotify packages)