Germany
ALTEN
Wilken Software Group
CUSTOMER SUPPORT ENGINEER (M/F/D)
Germany
Ulm, Baden-Württemberg, Germany · Baden-Württemberg, Germany
Automatic translation. Check the original.
YOUR MISSION WITH US
As an experienced Support Professional (m/f/d), you know the dynamics of modern cloud and SaaS infrastructures and will take our customer support to the next level. You will take ownership of complex issues from the start, drive the standardization of our processes, and proactively shape our purely asynchronous support environment. With us, you will find the freedom to fully contribute your deeper technical expertise and set strategic impulses.
JOIN US ON THIS MISSION
YOUR PROFILE
WHAT TO EXPECT FROM US
- Ticket-based work in focus: Qualified acceptance, classification, and prioritization of complex customer inquiries via our central customer portal. You operate in a completely ticket-based, asynchronous support model – without any classic telephone channel.
- Structured error diagnosis: Independent diagnosis and sustainable resolution of demanding inquiries based on structured tickets (including reproduction of errors, precise analysis of expected vs. actual, and targeted use of system logs).
- Process design & scaling: Consistent application as well as active writing, optimization, and automation of playbooks, runbooks, and guided workflows to ensure standardized, efficient, and scalable problem-solving.
- Knowledge management & self-service: Active development and strategic maintenance of knowledge articles as well as optimization of our self-service offerings to specifically reduce recurring standard inquiries.
- Close feedback loop: Close and continuous exchange with our Product & Development Team for early identification of error patterns, product gaps, and general optimization potential.
WHAT YOU BRING
- Several years of in-depth experience in ticket-based customer support or application support in the environment of modern SaaS or cloud products.
- In-depth practical experience with modern ticketing systems and routine, clean, and traceable documentation of complex cases.
- Strong analytical skills and a structured, methodical approach to reproducible error diagnosis in cloud infrastructures.
- In-depth technical understanding (e.g., in the area of APIs, logs, error codes, and complex system configurations).
- The ability and mindset to consistently apply predefined standard processes (like playbooks and runbooks), but above all to proactively develop and automate them.
- Nice-to-have: Experience with portal-first approaches, building structured knowledge bases, and working in agile teams (e.g., according to Scrum or Kanban).
BENEFITS
- Flexible working time models for more freedom in your daily life
- Mobile working - we offer you the opportunity to work from home
- Modern work environment that enables productive and pleasant work
- Individual training opportunities for your personal and professional development
- Sports and social events that strengthen team spirit
- Health and sustainability offers that support you and your future
Click here for our benefits.
About us
The Wilken Software Group - a place where over 700 bright minds create great things together. As a leading technology partner for the utility, healthcare, and social sectors, we develop digital solutions that count – and go far beyond. Connecting Minds is our promise: We believe in the power of ideas and in people who come together to shape the world of tomorrow. As an independent company with a foundation behind us, we act boldly, sustainably, and in the interest of society. If you are looking for an environment where your ideas make a difference, then you are exactly right with us. Shape the day after tomorrow with us – your contribution makes the difference.
More opportunities with one profile
Want to be considered for more roles without repeating the whole process? Create your profile and be found by companies using Nort.
Create my profile