Location
India | India
Job description
Technical Support Engineer
Department:
Customer Technology/Customer Experience
Reports to:
Team Lead Technical Support team
Work location:
Cracow, Ulm, home-office
Territory range:
(served countries)
World
Level:
Specialist
Job purpose
Provide 2nd level support for technical inquiries.
Analyse behaviour of technical systems and steer internal effort to resolve issues that are occurring for customers.
Configure standard components for existing customers.
Monitor performance of TRANSPOREON platform and react on relevant incidents.
Check completeness of the system documentation and ensure it is constantly updated.
Scope of duties
1. Tasks
Receive technical support requests from other departments via tickets and provide immediate solutions, or deeper technical analysis.
This includes technical processes questions, system failures, software bugs, performance issues based on appropriate service level.
Monitor performance of TRANSPOREON platform and react on relevant incidents
Perform minor enhancements, or configuration changes, of existing customer’s system configuration.
Delegate cases where special expertise is required via tickets to responsible teams, monitor and demand requested solutions.
2. Non-directly support related tasks
Yearly Goals.
Assist superiors in identification of team processes improvements.
Can deal with crisis/escalations with help from superior.
Assist Onboarding new colleagues
Mange unexpected occurring task or crisis (e.g. identify scope and forward to responsible team).
May be specialist for at least one module and/or process.
3. Type of problems to be solved
General/complex* (focus on general)
Examples:
Enhancements in TPW/TSM
Simple XP Bundle Enhancement (change/add values)
4. Internal/Ext. relationships
Close collaboration with
All Customer Care and Customer Technology teams
Professional Services
Portfolio Teams
EI / QA
CVM
Customers
Requirements
1. Education
Apprenticeship graduate - Mandatory (is a must)
University graduate - Desirable (is a nice to have)
2. Work experience
External candidate with relevant work experience. ( Mandatory)
Experienced technical colleague joining from different department (e.g. Professional services). ( Mandatory)
Experienced Junior 2 nd level Engineer. ( Min. Years)
3. Technical skills (knowledge)
Good knowledge of the web-based applications configuration ( - Mandatory
Proven experience with technical knowledge of SQL, XML, XSL, JSON, CSV, MS Office - Mandatory
Programming skills (e.g. java, JavaScript) - Desirable
4. Language Skills
Fluency in English (C1**) - Mandatory
Fluency in native language of the country of employment (e.g. DE for Ulm and PL for Kraków) - Mandatory
- Proficiency (C1, C2**) in French, Russian or Spanish - Desirable
5.Competencies
Basic
Motivation
Communication/Customer Service
Problem solving
Teamwork
Commitment to Excellence (Performance, Reliability)
Technical Skills
Managing Change
Decision making
Functional
Trustworthiness/Personal Credibility
Creative thinking
Critical thinking
Curiosity
Structured Thinking
Social and Emotional Learning
Identifying Patterns or Connections
Flexibility
Stress Management
Job tags
Salary
